Curzon Cinemas
Curzon Cinemas is a leading UK cinema group renowned for showcasing independent, world, and quality mainstream films. Established in 1934, Curzon blends modern venues with historic charm, offering state-of-the-art screens, curated programming, and welcoming cafés and bars. Dedicated to film culture, Curzon also operates Curzon Home Cinema for streaming at home.
Konecta sought to introduce AI (Artificial Intelligence) to automatically transcribe all voice calls and then use generative AI to summarise each call in around 25 words. They wanted these summaries to be streamed in real-time so that they could get the same level of monitoring and analysis for voice calls as they already get for digital interactions.
The Requirement
Curzon Cinemas outsource their customer service function to Konecta, a leading global outsourcer.
Konecta have been using DigiDesk for around a year to manage contacts across Voice, Email, WhatsApp, and over 15 social media channels. DigiDesk provides powerful monitoring and text analytics across digital channels. Konecta wanted the same for voice.
The Solution
We worked closely with Konecta to set up account-level AI Transcriptions for each inbound and outbound voice account. We then set up generative AI instructions to summarise each call using around 25 words.
We also added an email alert, based on specific keywords used within the AI transcription, to send supervisors the call summary in real-time.
A series of real-time wallboards were then set up to stream each call summary, with sentiment analysis and a range of text analytics. We set up keyword tables to track specific keywords and phrases, along with an unscripted word cloud for the current day. Supervisors can then use the interactive widgets to drill down and investigate individual calls.
The Results
“The DigiDesk team were knowledgeable, professional and highly responsive throughout the deployment of our AI-powered Speech Analytics solution for Curzon.
We were very impressed with the analysis and insight we now have available across our inbound and outbound voice calls.
We would highly recommend working with this innovative and dynamic team!”
Tim Nugent // Konecta
