Artificial Intelligence

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 [...]

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.