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Using  Customer Speech Analysis  With AI To Improve Call Center Performance - RDI Corporation - ContactCenterWorld.com Blog

Using  Customer Speech Analysis  With AI To Improve Call Center Performance


What are your customers really feeling? Artificial intelligence can detect frustrations and analyze problems to improve your employee call center performance. 

I was recently reading an article about how to inject humanity into health care performance, particularly in call centers. The AI was much like the one we discussed on Tuesday, that could analyze the emotional state of representatives for performance review, but this one was talking about offering real-time coaching.


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Cogito's algorithms parse each nanosecond of a caller's speech over the phone and simultaneously flash recommendations and feedback to the customer service center worker mid-call. As in, "you're speaking too much," "frequent overlaps," "breathe, pause between phrases," or "you're tense."

This is really interesting because the AI is actually listening to an analyzing the unique rhythm of each individual call, and is able to discern whether or not there are interruptions, and how the tone of the representative sounds. But it isn’t just focused on the rep. It does so by focusing on the caller as well.

Not all callers are the same. And AI which can detect the moods and emotions of each caller can judge how a contact should go, can judge what the customer might want, and can understand how to guide each interaction. It’s another way that AI will improve, and not replace, your customer service.

What the Customer Knows

The Harvard Business Review recently did a survey about customer service and the frustrations people had with it. A few of the statistics might stand out.

  1. 56% of people have had to re-explain their problems to customer service
  2. 59% have to use “moderate-to-high” effort to resolve a problem
  3. 35% say that they have “lost their temper” when speaking to customer service, presumably at least in part because of the above numbers. (Source)
  4. 84% of people said expectations had not been exceeded in their last customer service interaction.

That last number is pretty stark, because, if they had a bad interaction in the past, or even a middling one, chance are their expectations were already pretty low. Barely meeting poor expectations is not something of which to be proud.

Most of this confusion and anger comes from mixed signals and a lack of comprehension. Sometimes that is on the part of the CSR, who has a million things to balance. It’s a very difficult job. You have to be fluent in the company, have to know how to solve problems, and have to try to judge what kind of response the person on the other end needs to hear. Even being emotionally disconnected by a few degrees can lead to frustration and anger.

That’s where AI can come in. Artificial intelligence has the capacity to guage a customer’s emotions, and can give employees the advice they need in real-time. A representative trying to figure out the problem might not be able to pick up on subtle cues that signify building frustration.

But imagine, as in the example above, that the AI detects slight tremors in the customer’s voice as the CSR unwittingly cuts them off or steps on the end of their sentences, in an understandable rush to ask questions or move toward a solution. That can turn even a positive experience into a deep negative.

But AI can fix that, by picking up on tiny cues a person might miss. AI can use its base of knowledge from millions and millions of microinteractions to judge how it instantly analyzes a customer is feeling.

AI Understands What The Customer Doesn’t

What’s more, artificial intelligence can help to solve problems that the customer can’t quite articulate. Imagine that you sell lawnmowers, and there is a problem with the recoil motor. It’s just not starting when customers pull it. Now, they don’t know it is called a recoil motor. And if you sell dozens of appliances and machinery, your CSRs might not, off the top of their head, be able to ascertain exactly what a customer is talking about.

You can picture it: the customer struggling to say that “the part with the string!” is broken. After a few questions, the CSR might understand. The customer might have to repeat themselves a few times, growing increasingly angry, revving up like a lawnmower being pulled over and over.

But the AI has heard customers describe it in the exact same way before, because it can monitor and analyze literally every conversation. It knows, instantly, that someone saying “the stringer puller thinger!” means the recoil motor. Heck, it can probably understand what it meant when someone just imitates the recoil motor because someone, on some call, has tried to do the same thing. So the CSR gets a flash notice that says “recoil motor malfunction,” with information on how to handle the call. No repetition, no over-explaining, no frustration.

Is AI perfect? Of course not. There will be mistakes. Someone could sound very agitated but be totally placid, or cool as a cucumber but boiling and about to leave the world’s worst Yelp review. And maybe it isn’t a recoil motor. But it probably is.

The point is that AI has the capacity to learn and to grow, with every call. And that knowledge can be transferred to the highly-trained customer service reps you have in house or with a respected, award-winning, third-party call center partner. With that knowledge, your call center can improve, every day.

RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how Artificial Intelligence will impact your business, please download our white paper, “Artificial Intelligence, Real Results: How AI Will Improve Your Call Center Experience”. To learn more about how we can partner with you, please connect with us today.

Source: http://blog.rdi-connect.com/using-customer-speech-analysis-with-ai-to-improve-call-center-performance

Publish Date: June 16, 2017 5:00 AM


2021 Buyers Guide Omnichannel

Page: 12
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



5.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

6.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

8.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

9.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

10.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

11.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

12.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

13.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

14.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

15.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

16.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

17.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

18.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

19.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

20.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
 
Page: 12



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