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Article : Artificial Intelligence: An Agile Approach to Improving Customer Conversations

#contactcenterworld

Author: Christopher Hagu, Media Communication Partner, ICON Communication Centres s.r.o

The incorporation of artificial intelligence (AI) technology into the call centre environment is facilitating an unprecedented approach to improving customer interactions. By leveraging capabilities such as speech recognition and sentiment analysis to evaluate such communications, AI allows brands to automate their assessment of customer service conversations. This focus on individuals and interactions over processes is a uniquely Agile approach for improving customer care in call centres and BPO businesses.

AGILE AND AI

The Project Management Institute reveals that over 70% of organisations have incorporated an Agile approach to business transformation, and Agile projects are 28% more successful than traditional projects. As a development methodology, it values human communication and feedback, adapting to change, and producing working results. For customer interactions based around voice, the use of AI conversation analysis tools strives to improve communication by recognising patterns and then providing actionable data for change management.


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CONVERSATION ANALYSIS

When applied to customer care conversations, AI tools provide real-time insights based on behavioural science and deep learning. The AI listens to conversations for both content and tone. It can detect words and phrases, mimicking, change in volume, change in pitch, and more to gain insights into what is actually happening on a call – how interactions are progressing, and how customers are feeling.

Data generated from the actual content of conversations are easily collated to effect positive change within an organisation, such as improvements to a product or service. BPO businesses and call centres are proving AI to be a cost-effective method for their clients to gain valuable insights into customer pain points and processes of retention.

In learning behavioural patterns, conversation analysis can successfully intercept negative customer interactions and provide a high level of service as incidents occur. Providing proactive customer support by predicting what customers need or want, results in a significant competitive advantage. With automated real-time monitoring, call centre operations can avoid irrelevant customer engagements – accelerating customer resolution and satisfaction.

Predictive analysis of an agent’s performance is achieved by establishing and recognising patterns to capture specific factors that gauge the level of customer service provided. AI easily identifies poor performance that is quickly improved upon by creating training sessions tailored to the individual agent’s need according to their calls analysis.

This feedback provides a truly Agile methodology of adapting to change through a deeper understanding of the human interaction that agents are having with customers.

CONTINUOUS IMPROVEMENT

AI provides a level of analytics that enables the transformation of customer service through speed and cost efficiencies that improve the quality of customer service and care. The technology acts as a support that augments an agent’s skill set. It enables outsourced agents to do much more, at a faster and better level of service and quality. The call centre can concentrate on customer engagement for improvement in a truly Agile way, resulting in a higher level of customer service.

By adopting digital technology and equipping employees with crucial digital skills, call centres can move from a ‘human resources’ to a ‘human capital’ mindset. Transitioning from being people-led to technology-led through increasing reliance on Artificial Intelligence (AI), call centres can deliver improved value for their client’s brand.


About ICON Communication Centres:
Company LogoICON (est. 2003) creates tailor-made outsourcing solutions that use a combination of technology and human resource to deliver inside sales and account management solutions for B2B brands. Based in Central Europe, ICON’s brand evangelists provide CX and complex interactions in 30 languages. Clients benefit from a mature and experienced workforce, competitive price point, and accessible geographical location.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Thursday, September 12, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
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.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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