Ozonetel is bringing the power of AI into call centers. Taking advantage of advances in the AI fields like Natural Language programming and Analytics— Ozonetel is creating smart assistants and analytic tools for the modern day call center. Speech recognition, Speech analytics and Sentiment analysis have already been developed. Beta testing for Smart Assistant widgets is on. And, a completely AI integrated platform Kookoo 2.0 will be ready for rollout in July, 2018. Here are the 5 big changes you can expect in the new AI powered call center of 2018. 1. Voice recognition will revolutionize IVR. NLP or natural language programming will bring big changes to the IVR. 2. Speech analytics will improve quality by 95%. 3. Sentiment Analysis will add a new layer to customer experience. 4. Call Center Data will get more valuable than ever. Machine learning is creating data driven organisations across industries. And Contact Centers will now join the tribe. Analytics will combine with NLP to create easy ways in which data is analysed and accessed. 5. Smart assistants will create targeted, tailor made customer experiences. Digital Assistants will combine predictive and prescriptive machine learning to help determine customer churn; predict sales; personalise pitch, optimise price and more. Cloud telephony was a big wave when we pioneered it in India 10 years ago. Artificial Intelligence will be a tsunami. Early stage intelligent agents like Siri, Google Now are already making waves in the B2C markets. By year end, Forrester predicts that 10% sales will be through these intelligent agents. Changes in the way customers interact with brands will affect Contact center roles and expectations. 2018 will be a year of reckoning, and at Ozonetel we are determined to ensure every client has the tools needed to smoothly surf to the next level.
About ChaitanyaChaitanya is Chief Innovation Officer (CIO) at Ozonetel Communications. A true techno geek, Chaitanya can cook up new frameworks in a jiffy.
Voice bots are not only bots your AI Driven Contact Center employs. Soon, AI will be part of your entire contact center ecosystem. Digital Assistants will help you route calls; create smarter dashboards; and let you access your analytics in far smarter and easier ways. All with one focus—boosting customer experience in exceptionally efficient ways. Really Intelligent Call routing. Call routing will go beyond distributing workload and reducing wait times.AI will keep a track of your agents skills such as the ability to handle angry customers, technical expertise and more. They will analyse calls that come in based on requirement, urgency, customer mood and use all these considerations to route calls to the right agent. Instant feedback on every call. Instant feedback will help your agent train far more effectively than quarterly or monthly audits. Reduced ACW. SA driven dashboards are auto filled for agents who can approve with a single click. Voice power. Speaking is 3x faster than typing. Your agents can now ask their dashboards for tools or information. No more typing and toggling. There is less cognitive load, higher speed and higher efficiency for everyone. Once Machine learning is adopted successfully by the contact center, more applications will follow: AI will study each and every customer and take customization to dizzying heights, prompting agents across the board with up sell & cross sell opportunities.Deep personalization will help agents fine-tune the pitch based on customer history, past purchase patterns, credit scores and more. You won’t require any querying language or software to tap your contact center data. You can now speak to your analysis bot. You can ask it to analyse recordings for keyword searches, customer sentiment and agent performance using natural language.
In the race for creating better customer experience, every millisecond counts. No bump in the customer journey is too small to ignore. In this context, let us relook at the IVR experience: Long ago, IVRs efficiently replaced receptionists for answering calls. The IVR easily handled any number of callers and connected them to the right department. Callers learned to key-in their choices. And businesses learnt to simplify menu options. But there is a small, small sacrifice that is still being made in the customer experience. Today technology makes it possible to remove that inconvenience: Voice recognition. WHAT IS VOICE RECOGNITION? Natural Language refers to the way people speak to each other. Voice recognition is a system’s ability to understand this natural language. This is the realm of NLP or Natural Language Processing, a form of Artificial Intelligence. In everyday life, we see NLP work on our phone’s digital assistants like SIRI and OK Google. We also interact with it on devices like Alexa, Google Home or Amazon Fire stick. Now the same technology is available for your call centers. HOW CAN VOICE RECOGNITION TRANSFORM IVR? Currently, this is how callers experience your IVR: Customer calls. IVR gives standard welcome greeting and states menu options. Customers listen, look at their keypad, punch in the numbers And wait for a response. It is a simple routine. But what if you could simplify it further? Here’s the new scenario: Customer calls. IVR speaks: Hi. Thank you for calling XYZ company. Please state if you would like to be connected with sales or service? Customer says: Sales. IVR connects. This removes the small cognitive load of switching to the keypad. And by doing this, it removes the one roadblock in creating completely frictionless IVR experiences. HOW ELSE CAN IT BE USED? Here are some other ways, clients are using voice recognition within their call centers: Improve customer surveys. How are you collecting feedback on customer experience? Use IVR + voice recognition to just ask them how they rate the call on a scale of 1-10. They just need to speak out the number. Your system will record it, and thank them. Conduct surveys naturally. Now you can use your call center to conduct surveys using IVR + Voice recognition. Make verification easier. Using birthdates or other details for your verification process? Customers don’t need to key in their answers anymore, they can just speak out their details, for a completely smooth , automated verification process. Answer FAQ’s. Asking is easy; searching is not. Don’t make customers fumble around your website for answers to their frequently asked questions. We’ve used Voice recognition + IVR to create bots that listen to caller questions, if it is a frequently asked question, it will play a pre recorded answer. If not, it will connect the caller to a live agent. CAN I USE THIS TECHNOLOGY TO CREATE AN INTELLIGENT VOICE BOT? Yes. In the near future, you can have a voice bot answer your phone. These bots will [...]