The influence of Artificial Intelligence in electoral surveys

From C3 Digital we review practical cases that can inspire us to optimize our business models in the use of technology. In fact, we have been interested in reviewing the models used in the pre-election forecasts in the United States. We have evaluated two, the first is ‘The Economist’ (which combines surveys with advanced AI analytics). The second, the City University of New York (social listening, big data with AI).

According to The Economist (2020), pre-election forecasts indicated that Joe Biden will probably defeat Donald Trump in the elections. As in most predictions that are used, past patterns of voter behaviour are applied to new circumstances. For example, if you answer the question, “How often have previous candidates won similar positions?” If those historical relationships break down, the prediction will fail. But one of the paradoxes presented by Trump’s unprecedented presidency is that voters have mostly treated him as they would be any other Republican. This quantitative model is updated every day and combines state and national surveys with economic indicators to predict a variety of outcomes.

Precisely this model overestimated Biden ahead in so many states around the country that it was hard to imagine him losing positions in all of them. As the counting indicates, Biden has more than 305 votes, which is a 95% confidence interval. A level too high of certainty for the prediction. The following graph shows how The Economist failed in the pre-election surveys, underestimating the Republican vote.

University of the City of New York

On the other hand, the University of New York City used an artificial intelligence model in the Democratic candidate Joe Biden would be the winner over the Republican candidate Donald Trump in the US presidential elections. This prediction model was based on machine learning patterns trying to predict the future by extrapolating data from the past, combining big data technology with the ‘social listening and social understanding’ of more than one billion opinions on social networks. According to the experts of this university they affirm that, the investigation had already begun in the previous elections of 2016; and ending with the predictions for the 2020 US elections.

Taking into account that there is a lot of activity that occurs in each election, the researchers use this information to train their machine learning model by training a neural network using AI to predict the opinion of each user on the social media platform. The statistical analysis based on more than 800 million tweets in total gives weight to the results, thus making an approximation to the prediction.

However, the university researchers reveal that the method has certain limitations, because it is not yet fully ready to predict and call elections in an accurately way. Given that, one is the sampling bias that takes 20 million people across the United States, as long as they are the people who actually use Twitter.

Influence Artificial Intelligence in surveys

When only raw data is taken directly from social listening & social understanding tools’ without doing any of the weights or scales, Joe Biden has a huge advantage to win by high volume. However, in cases where there is a large voter turnout of people living in rural areas, Twitter penetration is very low. Another bias would be that you cannot predict how many people will vote. Therefore, controlling these two variables is important for the AI ​​tool to predict accurately. Therefore, the solution is to try to calibrate the current model, based on the previous choice, and including this choice.

The reflection of both models starts from the fact that the global context must be taken into account. These elections have been celebrated in the middle of a pandemic and a volatile economy; as well as the identification of variables that can help us improve the AI ​​training pattern to obtain optimal results.

C3 Digital has solutions and practical cases of machine learning, social listening & social understanding that can transform your business.

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Awards for the third quarter of the year

Last Friday, October 23rd, the quality awards for the third quarter of the year were presented

For the first time in history since the quality awards were given, the four sites of the Company in Spain have been awarded by one of the representatives of the services. Valencia, Zaragoza, Madrid and Barcelona have achieved to win the award for some of the workers.

Also, for the first time in history, the quality awards were delivered in an electronically way. We want to thank all attendees for taking the time to connect and virtually collect their prize.

The Office Manager, Raul Barrera, and the Quality Process Analyst, José Ramón Quesada, presented the quality awards for the third quarter of the year. The winners were awarded diplomas and gift vouchers for “Corte Inglés”. If you could not see the winners of the awards ceremony for the 1st and 2nd quarter of the year, you can see them here.

Moreover, this time we congratulate the following agents: Jacobus Van Yperen, Jorge Cañamero, Mª Ángeles Ballester, María Herrero, Paloma Colomer, Cesar Forner, Shabi Abdullah, Sonia Alfonso and Tania García. Congratulations to all!

Each quarter, nine awards are awarded, three for each service group (Call Center, Banking and Help Desk). Thus, all agents have the same opportunities to access them, regardless of their work group.

To prepare the list of quarterly awards, is taking into account the agent’s permanence during all the quarter in the top 10 positions in the quality ranking. As well as his average score obtained. With this assessment, the perseverance and dedication in the day-to-day work of each agent is being prioritized and specially rewarded. The purpose of these awards is to recognize and reward the efforts of people who, with the quality of their work, contribute to the success and growth of MST Holding.

Don’t stop trying! You can always be one of the winners.

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Communication Skills for Help-Desk Agents

In this course you will learn how to develop those communication skills that are essential for excellent technical support.

The course of Communicative Skills for Help-Desk Agents is directed to all those departments of Helpdesk, Hotline of Computer science Support, Departments of Internal Technical Support, and in general all personnel of the company that has like main function the one to give a technical support as much to the external client as to the internal client.

The training will be done in-company/online (in the eAlicia University platform) using dynamic practices and seeking the participation of all attendees. The training dynamic is based on a previous study in which those areas that require greater reinforcement are analyzed. The previous analysis allows us to use in the training action real cases of the client company.

Objectives

  • Provide solutions to the agents in charge of technical support to adapt their language to the interlocutor.
  • Establish an action protocol for technical support calls.
  • Offer technical agents to properly manage their work in stressful environments.
  • Provide strategies to manage the time available to agents, optimizing the response to the customer.
  • Offer technical agents to manage conflicting calls.

Do you want to know what the agenda is? Check it out on our website.

Are you interested in this course? contact us by email at marketing@consultingc3.com

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The Digital Future by ‘IBM Think 2020’

Digital Future
Digital Future

C3 Digital by MST Holding participated in the «IBM Think 2020» that touched solutions on the digital future

C3 Digital is always on the cutting edge of new technologies, as an IBM partner it participated on May 5 and 6 in the ‘‘ IBM Think 2020 ’, about the digital future. Due to COVID the event was held in an online format and in which C3 Digital by MST Holding participated in some sessions. The themes were multidisciplinary and led by experts in technology, science, business and humanities.

Faced with this new reality, companies will have to adapt to the needs of customers and the market. For this reason, C3 Digital has already begun to install solutions adapted to the new “insights” of clients such as Chatbot, Text Analytics, process automation, in addition to promoting the Artificial Intelligence service.

We are left with the following reflections from the sessions:

  • Organizations will tend to build resilient and smart businesses to act at the speed of ‘insights’.
  • Businesses must be agile to manage change through the implementation of technological platforms, workflows will be relevant, reengineering of processes to control costs, an ecosystem of experiences started by the experience of the employee.
  • COVID 19 has accelerated digital disruption as an opportunity to change and design an organizational culture based on values ​​such as: Leadership, Ingenuity, Innovation, Technology.
  • The changes have happened all the time and have been constant, we have all been born to innovate, create and transform new possibilities.
  • Organizations need to work collectively to redefine their efforts in transparency, commitment, adaptation, collaboration towards their community.
  • Culture gives us certain conditions to adopt change: intention, connection, differentiation, uncertainty.
  • The digital age is not only human, but must be inclusive, providing opportunities for all.
  • Global problems need collective and global solutions: global cooperation and the exchange of data and experience is the only viable way to overcome the challenges of a connected world, whether it is to cure pandemics, manage humanitarian disorders or defeat terrorism.
  • The global pandemic has provided a stress test to organizations around the world, underscoring the critical need for open technology architectures to help manage even the most challenging business environments.
  • Understand your customers’ habits by using tools to improve your business intelligence, the stronger your knowledge base, the more effective the ‘engagement’ will be.
  • Artificial intelligence provides companies with a significant competitive advantage in being more agile, more competitive, developing healthier products and reducing the carbon footprint.

Do you want to implement some of the technological solutions that will become a reference in the immediate future?

Contact us for more information.

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The importance of hygiene in establishments

Supermarkets, pharmacies, tobacconists, small shops, markets … Are you asking if the hygiene of your establishments is correct?

Do you want to analyze how buyers are evaluating your hygiene measures against Covid-19 in stores? From eAlicia we have created a service that allows you to see in real time the results of the surveys that consumers do once they have left your establishment.

For only € 990 you will know the opinion of all the clients that pass by your premises. A single payment that will allow you to analyze the results for three months.

All companies have changed their hygiene habits and ways of selling because of the Covid-19. Hygiene is essential in all establishments since many consumers coincide throughout the day.

With the measures of lack of confidence, the population will return to the streets, supermarkets, shops, markets … A step towards normality that will make us consider ourselves as businessmen if our hygiene measures are being effective.

For this reason, from eAlicia we provide you with the means so that your clients can assess through electronic surveys the measures that you implement in your company to prevent Covid-19. And, see the results at the moment.

You want to know more?

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“eAlicia helps us assess the Internal Quality of services”: RACC

A few days ago we were able to speak with Meritxell Martínez, Toni Vilés and Tomás Escofet, members of the RACC, who use eAlicia to evaluate the calls answered by the teams and measure the internal quality of the services

Meritxell Martínez, Tomás Escofet and Toni Vilés have attended us to send us their evaluations and recommendations on how eAlicia is helping them to measure the internal quality of their services. And, in what areas could the tool improve.

Once a month we will bring you a client interview to bring you closer to the needs that eAlicia can cover. Follow us on Linkedin to not miss any.

How does eAlicia help you?

It helps us in monitoring the equipment of the Platforms we support. Through eAlicia we can evaluate internal quality and have a global and individualized vision of the people who are part of the teams. Or, see if the development of your work is favorable or if there are aspects to improve. It also helps us in the return of the training carried out, being able to detect difficulties in the practical situations that occur on a daily basis. Therefore, eAlicia is a tool that helps us in the growth of operators, we can detect the strengths and points for improvement and the actions to be carried out for their continuous improvement. In addition, eAlicia has a technical support team that always helps us by giving us a quick response.

Why do you use eAlicia?

We use eAlicia as it is a tool that helps us to evaluate internal quality objectively and obtain results quickly and efficiently. It facilitates the collection of data, the preparation of reports and also helps us to share the results obtained in an agile way.

What do you use eAlicia for?

We use it to evaluate the calls answered by the teams through the calls channel. Through the survey channel, we have created the Learning Tests that are used to resolve operational situations such as those encountered by managers in handling queries and providing services. In this way we know the difficulties they may have.

What have you improved using eAlicia?

We have ensured that the different platforms, both in Operations and in the Commercial Area, have the same criteria to be evaluated by their TLs, thus, we have achieved homogeneity in the Telephone Service for all areas.

Would you recommend eAlicia?

Yes, of course we would recommend it. It has helped us to standardize the monitoring of the equipment.

Have you been intrigued to know more about eAlicia? Fill in the form and we will contact you!

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Accelerate transformation with the Digital Observatory

C3 digital by MST Holding instaura el servicio Observatorio Digital para empresas que quieran apostar por la transformación digital

From C3 Digital we have created the digital observatory to help companies in their journey of user experience. The digital laboratory has selected experts in digital analytics and monitoring tools to take care of your brand’s digital reputation and ensure a good relationship with its community with personalized and assertive content.

The visibility of the company in the digital ecosystem is necessary to build its identity on the internet, what it is and / or pretends to be; But do not confuse it with reputation, which is generated with the opinions of users on the internet. The reputational impact can be negative or positive and today it depends on our community related to our brand1, for this reason it is necessary to take care, monitor, measure and analyze the social listening of our community.

The social listening of the audience can be directed to the mentions of your brand, your products, your competitors, and / or the market in general. The tracking of these mentions is worked based on a list of queries or keywords to convert them into metrics on the platform, these data are analyzed to obtain insights and recommendations for your digital marketing strategy that allow making decisions in real time. The opportunities it allows you to analyze are: feeling of virtual communities, benchmarking by sector and / or topic to control reputational crisis, measurement of campaigns and themes [1].

Indeed, the brands that want to achieve greater impact with their consumers have decided to boost the customer experience. To generate differential experiences, it is significant to understand our clients, so that we can validate the information that we communicate with them on social networks and digital media. Likewise, get used to the variety of data that users share about what they perceive, feel and / or think about our brand.

We are sure that our digital laboratory can accompany your brand in connecting with the audience, maintaining engagement, generating content of value for your identity and contributing to strategic decision-making.

[1] https://www.brandwatch.com/es/blog/consumer-experience-y-escucha-social/

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Free Online Mindfulness Workshop April 28-29

We expand our Online Training Offer: Do you want to know how we do it? Sign up for the Mindfulness Online Workshop that we will organize next April 28 and 29

Given the success of registration to the Mindfulness Workshop for April 28, we have decided to hold a new session on Wednesday, April 29.

At Consulting C3 we have expanded our Online Training Offer so that workers do not cease in their efforts to continue improving and learning new techniques. We have been in the business training sector for more than 25 years. If you don’t know us yet, you are on time. And it is that on April 28 we will hold an online workshop on Mindfundless for Directors. Do you want to sign up? Send us an email to marketing@consultingc3.com to send you the invitation or fill out the form located in the footer.

Online Mindfulness Workshop – Stop distractions and focus

Consulting C3 accompanies professionals and organizations in processes of change and transformation with a work approach based on the development of mindfulness, the relationship with oneself and the way of relating to others. A vision focused on BEING, from which to promote professional and personal development towards greater performance with a healthier and more sustainable life in all aspects.

We offer basic and fundamental TIPS to help in the present moment, to locate ourselves, locate us and launch ourselves towards our objectives.

We adapt to new events and we want to do it together with our clients, with whom we have already shared other evolutionary stages, and also with those new clients with whom we hope to share these new times that we have to live, they are moments of walking together to strengthen ourselves and keep growing to reach our goals.

Fill in the form to receive the invitation!

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Consulting C3 expands its Online Training Offer

We expand our Online Training Offer: Do you want to know how we do it? Sign up for the Mindfulness Online Workshop that we will organize next April 28

At Consulting C3 we have expanded our Online Training Offer so that workers do not cease in their efforts to continue improving and learning new techniques. We have been in the business training sector for more than 25 years. If you don’t know us yet, you are on time. And it is that on April 28 we will hold an online workshop on Mindfundless for Directors. Do you want to sign up? Send us an email to marketing@consultingc3.com to send you the invitation.

Online Mindfulness Workshop – Stop distractions and focus

Consulting C3 accompanies professionals and organizations in processes of change and transformation with a work approach based on the development of mindfulness, the relationship with oneself and the way of relating to others. A vision focused on BEING, from which to promote professional and personal development towards greater performance with a healthier and more sustainable life in all aspects.

We offer basic and fundamental TIPS to help in the present moment, to locate ourselves, locate us and launch ourselves towards our objectives.

We adapt to new events and we want to do it together with our clients, with whom we have already shared other evolutionary stages, and also with those new clients with whom we hope to share these new times that we have to live, they are moments of walking together to strengthen ourselves and keep growing to reach our goals.

New Training Actions

  • How to organize my telecommuting

The current situation forces a large majority of workers to change the office for the living room of their home. The conditions are not the same and neither is the environment. In these circumstances, it is normal for us to feel out of place and not know exactly what to do to remain highly productive. Many thieves of time appear and online meetings multiply, preventing us from spending the necessary time on our tasks.

With this training we help you understand and organize remote work, attending to all the necessary variables: time management, organization, productivity and emotional management.

  • Complaint management in times of crisis

With this training we want to offer you practical tools to understand and adapt to the current situation, developing effective communication to help you successfully deal with the complaints and claims of your clients. Thus, mastering emotional management (own and others) and offering satisfactory solutions that avoid conflict.

  • Relationship Management with Emotional Intelligence

Managing teams requires talent. The leader must ensure a series of base competencies that allow him to achieve the objectives, keeping the team cohesive and motivated. One of the fundamental skills that make the difference between a good and a bad leader is constructive evaluation or feedback. Knowing effective guidelines to make good constructive feedback and manage relationships is essential to develop your collaborators, keep them motivated and unite them around the objectives.

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In MST Holding we bet on Telework: what about you?

At MST Holding we have been working with Telework for weeks. Are you a company that offers Customer Service? See how we can help you

At MST Holding we launch your 1st level Customer Service in a few days. Do not hesitate to outsource your service and maintain the level of quality that your customers expect.

The situation the world is experiencing with the expansion of COVID-19 has led many companies to make extraordinary decisions, such as having all their workers telework to avoid leaving home and putting the population at risk. Although it is true that it is an exceptional situation, at MST Holding we have adapted to the needs that the situation demands.

At MST we finished the second week of teleworking with unusual images that had never been seen before. Where once there were telephone agents, now there are empty chairs and tables. The quality of the services and the maintenance of the KPIs has been maintained thanks to the involvement and effort of the human capital that MST has.

The Broher International Service Manager, Leandro Nunes, wanted to analyze the situation:

«The Brother service has 36 tele agents working since 03/17, maintaining the established quality of service, offering all Brother International clients an optimal service.

The teleworking process has been organized in 2 days, 50% of the staff started on 03/16 and the remaining agents on Tuesday, 03/17.

As a result of recent events, we have noticed an increase in support requested through chat, which has increased by 44% compared to the previous week.

All the agents are in constant contact with their coordinators, with the trainers, and their supervisor Roberto Nicosia, having support at all times. I, as a Service Manager, am monitoring the service on a day-to-day basis, so that everything works as normal, as one more day in operations.

We are also experiencing for the first time, the initial training week for new agents from Skype this week, and at the moment the feedback is very positive. ”

 

 

 

 

 

And it is that not only Brother agents are working from home, but each and every one of the agents of all the services we have, are doing an excellent job from their improvised private offices.

At MST Holding we have opted for teleworking. Have you already done it in your company? If you think you do not have enough material, do not hesitate to contact us. We can start your 1st level Customer Service in a few days: your customers do not pay it.

Contact david.martinez@mstholding.com

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