Implementation of Analytical Technology Applied to Quality Management of Outsourced Business Processes
Palavras-chave:
BPO, Analytical Technologies, Cognitive Technologies, Artificial Intelligence, Machine LearningResumo
This paper presents a case study developed in a multinational company operating in the business process outsourcing industry in different markets. The technological solution implemented includes features like cognitive analytical technologies with artificial intelligence resources, machine learning and customer service’s automation that allowed for a better knowledge and monitoring of the customer's experience throughout the service provided by the company’s contact center. The innovation included natural language processing and omnichannel capabilities, which made it possible to acquire new knowledge in the application of analytical solutions with artificial intelligence in customer service. Through a proof of concept, the benefits of the analytical solution were proven – notably, the reduction of costs of monitoring structures, higher quality in the analyses (monitoring of 100% of the samples) and the transfer of greater added value to client services. In addition to presenting the implementation results, the study also presents managerial contributions to those interested in this type of solution.
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Copyright (c) 2025 Eduardo Carvalho de Almeida, Alexandre Cappellozza, Cláudio Luís Carvalho Larieira
Este trabalho está licenciado sob uma licença Creative Commons Attribution 4.0 International License. Os direitos autorais dos artigos publicados na Práticas em Contabilidade e Gestão pertencem aos autores, que concedem à Universidade Presbiteriana Mackenzie os direitos de publicação do conteúdo. Após a aprovação do artigo, os autores concedem à revista o direito da primeira publicação.
