-Talaat: Employing artificial intelligence technology in developing work efficiency in call centers and developing the outsourcing industry
By: Basel Khaled
Dr. Amr Talaat, Minister of Communications and Information Technology, witnessed the signing of a cooperation agreement between the Ministry of Communications and Information Technology, represented by the Applied Innovation Center, and the Egyptian Telecommunications Company for Information Systems “Exceed”, regarding participation in a project to develop the application of quality assurance automation in communications centers using artificial intelligence techniques.
The cooperation agreement was signed by Engineer Raafat Hendy, Deputy Minister of Communications and Information Technology for Infrastructure Affairs, and Wael Mostafa, Managing Director of Exceed, in the presence of Engineer Mohamed Nasr, Managing Director and CEO of Telecom Egypt, and Dr. Ahmed Tantawy, supervisor of the work of the Applied Innovation Center.
Dr. Amr Talaat, Minister of Communications and Information Technology, confirmed that the cooperation agreement embodies the integration between institutions in the communications and information technology sector, including research institutions concerned with developing applications using the latest technologies and artificial intelligence, represented by the Applied Innovation Center of the Ministry of Communications and Information Technology, and private sector companies, represented by Exceed Company, to work from Through constructive cooperation that has a positive impact on contributing to the development of the sector; Adding that the goal of the agreement is to employ artificial intelligence technology to improve work efficiency and develop the call center industry, which supports the efforts made to develop the outsourcing industry in Egypt. This is in light of the Ministry’s keenness to adapt modern technologies to develop all sectors. Pointing out the cooperation of the Applied Innovation Center with academic and research institutions, various state sectors, and local and international companies to develop innovative applications using modern technologies for communications and information technology in various fields.
Engineer Mohamed Nasr, Managing Director and CEO of Telecom Egypt, explained that Telecom Egypt is keen to participate in the efforts to develop and modernize communications centers through Exceed, by applying the latest artificial intelligence technologies that ensure keeping pace with the great technological development that the world is witnessing, which clearly reflects all fields. Life, pointing out that artificial intelligence applications have become an integral part of the future of technological services.
Dr. Ahmed Tantawi, supervisor of the Applied Innovation Center’s work, indicated that the application aims to analyze the content of all voice calls received by customer service centers in order to discover any problems related to the performance of customer service employees, such as non-compliance with company policies, inappropriate handling of the situation, etc. In addition, this enables call center supervisors to immediately obtain the evaluation of each employee and also enables them to intervene quickly if indications appear that any call is not going properly.
For his part, Wael Mustafa, Managing Director of Exceed, said about his happiness at signing this agreement with the Ministry of Communications and Information Technology and participating in this important project and putting the capabilities of Exceed and its extensive experience in the field of communications centers to develop the use of artificial intelligence techniques in automating quality assurance in communications centers. He added Exceed Company does not stop developing its capabilities to keep pace with the great development witnessed in communications technology in the world and always supports it with the latest global technologies, the most important of which are artificial intelligence technologies.
