Contribution: Industrial Research Assistance Program – Contributions to Firms
DEALERMINE INC.
$18,538.00
Translate BDC Calls with Machine Learning to Automate Quality Score and Customer Sentiment
FY 2023-24 · 2023-05-01
Summary
DealerMine’s Business Development Center (“BDC”) (or call center) employs approximately 220 people across Canada. The BDC books service appointments for vehicle dealership’s customers based on the customer’s vehicle maintenance, recalls or past declined services. DealerMine owns the Service CRM software IP that is used to operate and manage the BDC.
DealerMine currently utilizes a checklist to manually provide a quality score for a small subset of the 20,000 per day dealership customer contacts (many of which are calls) completed by our BDC. We would like to transform this process with Voice to Data and Machine Learning applications to allow all customer contacts to be analyzed for a quality score and record customer sentiment.
Department
Program
Industrial Research Assistance Program – Contributions to FirmsIndustrial Research Assistance Program-Contributions to Firms (linked with high confidence)
Recipient
Location
Saint John|Saint John, New Brunswick, Canada
Recipient Type
For-profit organization
Business Number
877718262
Type
Contribution
Source
Proactive Disclosure - Grants and Contributions
As published
Additional Information
This agreement has been amended 1 time(s). The end date of this agreements has been modified by 14 days. The total amended value is 18,538 dollars.
Additional Information (French)
Cet accord a été modifié 1 fois La date de fin du présent accord a été changé de 14 jours. La valeur totale des modifications est de 18 538 dollars.
Agreement End Date
2023-06-23
Agreement Number
1004522
Agreement Start Date
2023-05-01
Agreement Title
Translate BDC Calls with Machine Learning to Automate Quality Score and Customer Sentiment
Agreement Title (French)
Traduire les appels du CDC avec l’apprentissage automatique pour automatiser le score de qualité et connaître le sentiment des clients
Agreement Type
Contribution
Agreement Value
$18,538.00
Amendment Date
2023-06-30
Amendment Number
1
Coverage
IRAP Contributions to Firms projects stimulate wealth creation for Canada through technological innovation. | Les projets des Contributions aux entreprises stimulent la création de richesse au Canada grâce à l’innovation technologique.
Description
DealerMine’s Business Development Center (“BDC”) (or call center) employs approximately 220 people across Canada. The BDC books service appointments for vehicle dealership’s customers based on the customer’s vehicle maintenance, recalls or past declined services. DealerMine owns the Service CRM software IP that is used to operate and manage the BDC.
DealerMine currently utilizes a checklist to manually provide a quality score for a small subset of the 20,000 per day dealership customer contacts (many of which are calls) completed by our BDC. We would like to transform this process with Voice to Data and Machine Learning applications to allow all customer contacts to be analyzed for a quality score and record customer sentiment.
Description (French)
Le centre de développement commercial («CDC») (ou centre d’appels) de DealerMine emploie environ 220 personnes à travers le Canada. Le CDC prend des rendez-vous de service pour les clients du concessionnaire en fonction de l’entretien du véhicule du client, des rappels ou des services refusés par le passé. DealerMine est propriétaire du logiciel Service CRM IP qui est utilisé pour exploiter et gérer le CDC. DealerMine utilise actuellement une liste de contrôle pour fournir manuellement un score de qualité pour un petit sous-ensemble des 20 000 contacts quotidiens avec les clients de la concession (dont beaucoup sont des appels) réalisés par notre CDC. Nous aimerions transformer ce processus avec des applications voix-données et d’apprentissage automatique pour permettre à tous les contacts clients d’être analysés pour obtenir un score de qualité et enregistrer le sentiment des clients.
Expected Results
The purpose of IRAP Contributions to Firms is to support research, development, adoption and/or adaptation of innovative or technology-driven new or improved products, services or processes in Canada up to their commercialization
Expected Results (French)
Le PARI, par le biais des Contributions aux entreprises, vise à appuyer la recherche, le développement, l’adaptation et/ou l’adoption au Canada de produits, de services ou de processus novateurs ou axés sur des technologies nouvelles ou améliorées, et ce jusqu’à leur commercialisation
Federal Riding
Saint John--Rothesay
Federal Riding (French)
Saint John--Rothesay
Federal Riding Number
13009
NAICS Code
541514
Organization Code
nrc-cnrc
Organization
National Research Council Canada | Conseil national de recherches Canada
Program Name
Industrial Research Assistance Program – Contributions to Firms
Program Name (French)
Programme d’aide à la recherche industrielle – Contributions aux entreprises
Program Purpose
The purpose of IRAP Contributions to Firms is to support research, development, adoption and/or adaptation of innovative or technology-driven new or improved products, services or processes in Canada up to their commercialization
Program Purpose (French)
Le PARI, par le biais des Contributions aux entreprises, vise à appuyer la recherche, le développement, l’adaptation et/ou l’adoption au Canada de produits, de services ou de processus novateurs ou axés sur des technologies nouvelles ou améliorées, et ce jusqu’à leur commercialisation
Recipient Business Number
877718262
Recipient City
Saint John|Saint John
Recipient Country
CA
Recipient Legal Name
DEALERMINE INC.
Recipient Operating Name
Dealermine CRM
Recipient Postal Code
E2L 1G2
Recipient Province or Territory
NB
Recipient Type
F
Reference Number
172-2023-2024-Q1-1004522
