Grants and Contributions:

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Title:
Translate BDC Calls with Machine Learning to Automate Quality Score and Customer Sentiment
Agreement Number:
1004522
Agreement Value:
$18,538.00
Agreement Date:
May 1, 2023 - Jun 23, 2023
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.
Organization:
National Research Council Canada
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

Location:
Saint John, New Brunswick, CA E2L 1G2
Reference Number:
172-2023-2024-Q1-1004522
Agreement Type:
Contribution
Report Type:
Grants and Contributions
Recipient Business Number:
877718262
Recipient Type:
For-profit organization
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.

Amendment Date
Jun 30, 2023
Recipient's Operating Name:
Dealermine CRM
Recipient's Legal Name:
DEALERMINE INC.
Federal Riding Name:
Saint John--Rothesay
Federal Riding Number:
13009
Program:
Industrial Research Assistance Program – Contributions to Firms
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

Coverage:
IRAP Contributions to Firms projects stimulate wealth creation for Canada through technological innovation.
NAICS Code:
541514
Amendments:
See Amendments