Eterna TeknolojiAkıllı Çağrı Yönetimi
TR

06Field Evidence

Evidence from real calls

Measurement, not assumption. The findings from 3,328 call transcripts explain why specific modules are prioritised.

fig. — what each call decides

Per-call decisive signals

call analysis · 3,328 transcripts

n = 3,328

25%50%75%100%Calls that carry location / address information59%Calls that ask about price54%Calls discussing service / inspection fee40%Calls that query warranty status35%Follow-up / complaint against an existing record10%Calls that involve appointment / time10%

fig. — device / topic mix

Device / topic distribution

technical-service line · device mix

n = 3,328

25%50%75%100%Refrigerator24%Washing machine18%Air conditioner15%Dishwasher6%Boiler4%Television3%

Location and price are decisive in more than half of all calls. This explains why the R&D effort concentrates on location resolution and proper-name accuracy. We observed location expressed in free-form phrasing, and systematic corruption of proper names in ASR output.