About Prerna Ramesh

Prerna is a Product Evangelist and is passionate about enhancing the world by designing simple, useful and desirable Customer experiences (CX)

How Can Marketing Teams Use Call Center AI?

Thanks to AI-based technologies such as Speech Analytics, call center data is more valuable than ever before. Learn how your marketing departments can keep a tab on customer sentiment, demographics, and customer concerns through this technology. Marketing Departments are familiar with AI-based tools like sentiment analysis. They use this technology to track customer sentiment across social media. But social media is not the only place where customers air their grievances. More often, before issues explode in social media, your customer has tried to call you directly. So why not monitor customer sentiment in your call center? Why not use call center data to understand your customers better? How to tap call center data for marketing? Call centers are a veritable gold mine for customer intelligence. They listen to customer grievances, understand demographics and other customer needs through first-hand exposure. Quite literally, they capture the voice of the customer. However, it's impossible to listen to hundreds of conversations. Today AI-based tools like Speech Analytics make it possible to analyze your call center conversations in real-time. This means that it's now possible to convert this data into useful insights. Here are two Speech Analytics tools that provide valuable insight and can give companies information that can be critical to marketing and brand management efforts: Customer Sentiment Analysis Customer Gender Data Let's understand how each of these tools help: 1. Customer Sentiment Analysis “Sentiment Analysis Provides Invaluable Marketing Intel. By using sentiment analysis companies can not only monitor what people say about their brand, but they can deliver what consumers want.” * In today's world, brand sentiment can change in the blink of an eye. Worse it can explode online with digital mentions and social media posts. Extensive customer sentiment analysis is therefore critical. But are you tracking your call center? How often have you seen social media mentions that begin with “I tried to call the business but…” or “I spoke to their call center but..” STAY ALERT ON CUSTOMER SENTIMENT. Now Speech Analytics makes it possible for marketing departments to view a dashboard with live updates on call center sentiment. This means that you will know when your call center is being bombarded with unusually angry calls. You can also use Keyword analytics to keep track of certain phrases. (Also Read: How AI can tell if my customer is happy or not) GAIN DEEPER INSIGHTS. Keyword and speech analytics can also be extremely useful in figuring what topics, products and suggestions your customers are responding positively or negatively to. You can view reports by customer sentiment and then select to listen to actual recordings to listen in order to get deeper audience insights. 2. Customer Gender Analysis “While it (gender) is only one of several factors that make up the marketing genome (i.e., the list of attributes that help predict future buying behaviors), it is certainly one where we see significant differences in customer behaviors. Today’s leading marketers are making a concerted effort to collect as much relevant information that [...]

How Can Marketing Teams Use Call Center AI? 2020-02-25T06:50:26+00:00

Dialing into the new year: Customer experience in 2020

It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying touchpoints, CX has come into sharp focus.  So where is customer experience heading this year? What are the expectations? And more importantly, how will you meet them?  Customer convenience remains key Customers are becoming more demanding, more discerning and definitely more reactive if expectations aren’t met. Aren’t we all!  According to studies by Walker, it is expected that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.* There are four ways you need to ensure this customer-centric experience: Enable Omnichannel support. Your customer expects omnichannel connections with companies. They want to connect with companies on the go, in different contexts and at different times and will use whichever device and channel that is most convenient at that point. You need to make it easy for them to do this. Go Regional. Customers in 2020, and therefore contact centers, are relying more on regional language support. Whether you are a small business or a large international enterprise, localized, authentic communication is key to good CX. Do this by localizing your call center operations, and enabling vernacular voice or chat bots.  Guarantee Privacy. Customers are now concerned with privacy regarding their data and transparency from companies. maintain checks and measures to guarantee this kind of data privacy.  Enable personalization. In spite of concerns on data privacy, customers are ok with companies storing their data and using it for improving their experience, as long as they keep it safe.  Contact centers balance humans and bots With the advent of chat and voice bots, AI usage will continue to flourish. Customers will appreciate this when they want quick resolutions. But if you don't provide an easy way to connect with a live agent when they want a human interaction, they will get frustrated. Businesses will need to understand how to balance the experience for customers. they will need to carefully decide which interactions to automate, and which to hand over to trained, capable agents. Agent engagement gets its due credit A disinterested or uninvolved agent will naturally lead to a subpar interaction. For customer service to thrive, you need engaged, enthusiastic employees. Businesses are only recently coming to realize the correlation between agent performance and customer experience. Gamified feedback, intuitive dashboards, easy access to data and live stats are just some features that we are constantly enhancing. Agent User Experience has come to the forefront.  Data improves decisions. Know thy customer.  AI-powered speech analytics will make it possible to know your customers better. Information gathered from call recordings are sieved through and analyzed faster at the back end, without the need for human intervention. Sentiment or intent analysis and advanced features, like tracking the customer sentiment throughout a call, can be a goldmine [...]

Dialing into the new year: Customer experience in 2020 2020-01-21T13:53:01+00:00

Do customers like your voice bot? Tips to ensure a good persona.

Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability to quickly connect with human backup at the slightest hint of trouble. But when all that’s done, don’t forget to infuse a bit of personality into your bot. It could go a long way in refreshing your customer experience. Designing personality-driven voice bots So how do you go about creating personality? Unfortunately, there aren’t some set personality types to pick and choose from. You need to tailor your voice-bot personalities to your business needs. For example, a financial institution would want their customers to be greeted by a certain calm, trustworthy and professional-sounding voice as opposed to a cheery, bubbly and frivolous sounding persona. How do you create this? Pay attention to secondary influencers such as the pitch, pronunciation, speed of speech, speaking volume, synthesized intonation, the accent of the voice-bot. All these need to be customized to be in line with your business’s customer experience strategy. Another pivotal component of a voice-bot personality is the vocabulary/script. You need to give your voice bot a vocabulary that suits your target customer base. You can add slang words, common local parlance or business jargon. You may even need to throw in some Spanish or French or Hindi colloquialisms as per your users' natural language. Everything you need to ensure that your customer feels comfortable, and understood while speaking to your bot. Consider function and personalization. While designing its personality, you should consider what job your bot has been assigned to do. For helplines, a soothing didactic voice assistant could calm nerves. For critical services, an “emotionless”, no-nonsense persona can help get clear information from the caller. If your voice bot handles outbound calls, you could have unique personalities for each calling list. This could improve the performance of bots designed to promote offers or qualify leads. At CES2109, we saw some fun things businesses tried out with their voice bots. For instance, Nuance automotive’s voice assistant for cars could change the persona based on the user’s mood. For example, when it “observed”(via various sensors) the user smiling, it would speak in a chatty, friendly voice. But if it “saw” that the user’s mood was serious, it would revert to a factual mode.1 Choose gender carefully. Choosing your voice bots gender is also tricky business. Concerned about stereotyping, EqualAI has created “Q”, a genderless voice for bots.2 At CES 2109 too, we heard TJ Desai of Woobo talk about how they decided to give their bot (designed for children) a gender-neutral persona with a kid-friendly pitch range.2 Challenges of audial mediums One of the biggest challenges faced by personality-driven voice bots is the same as with all audial interfaces, which is, the lack of visual cues for the customer. Visual mediums display all available options to customers [...]

Do customers like your voice bot? Tips to ensure a good persona. 2019-03-06T05:30:17+00:00

Experiencing Contact Centers in 2019

This year, UX design in contact centers will be the deliberate process of shaping how your customers, agents, and managers interact with the brand new technologies on offer. Bots that can have near-human conversations. Digital assistants calling contact centers for their owners. Artificial intelligence predicting customer behavior. We’ve covered the expected contact center technology trends for 2019 in our blog and been quoted in other media. But what will these trends mean for UX design? If 2018 was the year for giving UX or user experience design its due, 2019 will be the year to take this experience to a new level. And it will all be done with the customer at the center of it. Let us look at some of some  UX design trends that promise to make the New Year an exciting time for businesses: The omnichannel experience will need to be seamless New channels will allow you to carpet bomb cyberspace and the customer’s psyche with your presence. Businesses will make sure customers can get in touch with them through multiple channels – social media, apps, websites, digital assistants. A customer can simply ask his or her digital assistant to order for grocery from an online store and follow up on the order using the app. UX design will have to ensure that this cross-channel communication is seamless and the experience consistent. No speed bumps when moving from the app to the website. A customer should be able to start interacting with one channel and effortlessly port to another when needed. To enable this, you may decide to have a dedicated customer service team to monitor communication across channels. You may need to ensure auto logging of complaints against a single ticket, irrespective of whether they are lodged via phone or chat or social media. You may think of combining channels, for example making voice interactions available on your chat window. Or allowing your Facebook or WhatsApp messaging to seamlessly escalate to a voice conversation. Voice bot interactions will need to be customer-centric Voice bot interactions will be a reality in 2019. They will answer the need for improving self-service, scaling customer support, reducing agent load and improving efficiency in both sales and support functions. Intelligent voice bots that can mimic human conversations will be very useful. They will speak to multiple customers at a time, yet make each customer feel like they are talking only to them. They will pause when a customer interrupts them. They will use their Natural Language Processing capabilities to speak the customer’s language. They will listen and talk at the same time. Basically, they can closely mimic human speech capabilities. Designing voice interactions for improving the speed of transactions and overall Csat will be a huge focus in 2019. AI will define and improve agents’ access to information As we’ve mentioned previously, UX design in the contact center affects three stakeholders: customers, agents, and managers. How will agents benefit from the new technologies? Artificial Intelligence will be able to sift [...]

Experiencing Contact Centers in 2019 2019-02-11T03:13:46+00:00

What ensures an intuitive, efficient contact center UX?

What ensures an intuitive, efficient contact center UX? Correct answer: You. Because it is only by looping in all users from start to finish, at every stage of the UX design process, that an intuitive, efficient contact center UX evolves. Right from the time a caller connects to a contact center with a query to the time that the query is resolved, a group of people armed with the latest technology work behind the scenes to ensure a hassle-free, pleasant experience. This is what UX or user experience design is about. It is an elaborate process involving a team of experts coordinating across business functions to create the entire product or service experience from start to finish. So let's play plunge in folks, here is your contact center’s design process —deconstructed and demystified: Step 1: Research What do users want? This is a million-dollar question (that often takes a million dollars to answer!) For any business model or new product to be launched, it all begins with what the product, service or feature should do for the user. When designing UX for a contact center, this research involves studying three stakeholders: the contact center agents, supervisors and, finally, those calling the contact center. The research includes Qualitative research: The UX design team interacts with the contact center leads, sales, and pre-sales teams to find out why a new product or feature is needed. They understand the issues and how the current workarounds being used.  This is crucial because, often, the temporary workaround methods give the UX design team valuable ideas on what the new product or feature should be able to achieve. The sales and pre-sales teams give insights into what customers expect. All this information is used to define the UX design goals. Quantitative Research: The UX design team collects all the data available at the product back-end to understand what product features are being used the most, what features are not serving the purpose as much, and what features are causing problems for users. The team also analyses the contact center metrics to understand product effectiveness. This data needs to be studied in the context of the qualitative research and one should validate the other. Step 2: Preparing and testing the prototype The UX design team, after studying what the research has thrown up, lists the design goals, which is simply what the product aims to achieve or is able to do for the user. The team brainstorms, and ideates, and sketches prototypes to indicate what the product might look like. Once these high-fidelity mock-ups are ready, they are tested on users, and feedback is collected - does the product or feature achieve what it intends to? Is it easy to use? Is there any other way of doing it? This “test drive” achieves two things – it tells the team if they are moving on the right track, and it tells users or consumers about the proposed change or new launch. User feedback at this stage gives [...]

What ensures an intuitive, efficient contact center UX? 2019-02-11T03:32:50+00:00