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 [...]
Over the past two years many AI-based tools have entered the call center. This includes AI-based Voice Bots, Digital Assistants and Speech Analytics tools. This year, we can expect these technologies to continue to grow and mature. Three AI-based trends that will grow within sales and support call centers this year are: AI-driven Voice Bots AI-driven self-assistance Live and Historical Analytics to improve performance. AI-driven Voice Bot Compared to a voice-enabled IVR solution, an AI-based voice bot isn’t limited to simple, monosyllabic responses. Using tools such as intent analysis, it understands, for instance, what a person means when they say, “I’m busy!” or “not really!” These bots can be set up in about 10-20 days and are increasingly taking over L1 tasks in the call center. Last year, we launched our voice bot, and its uses ranged from serving simple cancellation requests to reminding customers about payments. These bots have reduced agent workloads by nearly 90%, leading to faster resolutions, lower wait times and happier customers. As customers and call center managers get more familiar with this technology, we expect to see widespread applications for voice bots in the call center. AI-Driven Self Assistance Self-service is a growing trend in customer support. Last year, call centers who implemented self-service reported 3 to 5 times increase in productivity. 40% of customers also prefer self-service for simple transactions and queries. And, since self-service frees your agents to attend to escalations and other complex interactions, it improves the overall customer experience. Unsurprisingly then, this year we are seeing a surge in the demand for AI-driven self-assistance to answer FAQs or manage quick transactions such as giving order status, and booking or canceling orders. This includes AI-driven chatbots and voice bots across websites, phone calls and other digital channels. Live & Historical Analytics to improve performance This year we can expect speech analytics and sentiment analysis to be the new tool for measuring performance. These tools can measure customer happiness from their tone of voice. It can alert supervisors when callers or agents use curse words. It can alert supervisors and managers if callers or agents raise their voices for extended periods during any ongoing call. Speech analytics can be used on historical data too. It can analyze every single call recording within a given timeframe—something that no human Quality Assurance team can realistically achieve. Since it is virtually impossible for any call center manager or supervisor to otherwise access such information, we expect these speech and sentiment analysis dashboard to be invaluable to them. AI within the call center is now less about hype and more about implementation. The expectations have been set over the past few years. I look forward to 2020 being a year of reckoning.
Everyone says 2020 is going to be a year of upgrades. And we don’t deny that. Call Center Trends for 2020 look at upgrading call center efficiency, speed of response and productivity. It looks at improving and playing an important role in shaping customer experience. Here are the top 5 trends we predict: Call Centers use self-service to scale up. Scaling up call center operations has never been easier. On one hand voice bots, conversational IVR, and chatbots have matured tremendously over the past year. On the other hand, customers are more willing than ever before to engage with these technologies for faster resolutions. According to CCW, more than 70% of customers are open to using bots. 1 The results are already beginning to show. For instance, last year call centers who implemented self-service IVR reported five times higher productivity. In other words, they were able to handle five times greater call volumes with the same number of agents. These interactions included checking their ticket status, bookings, cancellations, FAQs and other L1 queries. The Omnichannel journey matures. Enabling a 360-degree view of the customers is a strong priority in 2020. Customer Success leaders will shift focus from call centers to omnichannel contact centers. They will achieve this by integrating digital channels and enabling tight CRM integrations. As a result, agents will be able to access customer information with ease, leading to faster resolutions and personalized interactions across channels. New digital channels emerge. Phone calls continue as the most popular customer support channel. This is followed by live Chat. But new channels constantly emerge. This year, WhatsApp will be one such channel. This is because last year the backend technology for enabling large scale customer support via WhatsApp matured considerably. Procedures for getting a WhatsApp Business API number also became far easier and more streamlined. Smart speakers such as Alexa and Google Home may also be poised to become new customer support channels. In the US, nearly 60 million people use smart speakers. In India, these speakers have penetrated 20.9% Internet Households.3 Functionality and options keep improving on this popular channel. It is highly likely that by year-end, call centers could integrate their voice bots with these smart speakers so that customers can ask Alexa (or Siri) to update them on their delivery status or other such details. AI gives Call Center Data its due. Call Centers collect a massive amount of data. This includes customer complaints, pain points, desires, and suggestions. This kind of data is invaluable for improving customer experience, creating user personas, developing marketing programs, measuring product success or developing new features, products, and services. With new AI-based tools, it is now possible to structure and glean these insights from the call recordings where they reside. Speech Analytics and Sentiment Analysis tools will massively improve how call centers manage their operations. But more importantly, it will transform how they contribute to product development, marketing, and overall business growth. Customers willingly talk to your bots. Voice bot technology [...]
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.
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.