Speech Analytics technology for call and contact centers has been enhanced in recent years by advances in artificial intelligence.
This text and voice analysis tool is better adapted to customer conversations and has a powerful predictive capability to canada telegram data generate consumption patterns.
These will be of great help in improving the quality of your company’s customer service and reducing costs.
What is Speech & Text Analytics?
Speech Analytics is a software tool that intelligently and automatically analyzes conversational audio and extracts information about its content and form. Its goal is to provide companies with data about their customers.
Ever since companies began listening to their customers and considering them the backbone of their production systems, their investment plans, expansion plans, and even a fundamental component of cost analysis, both large and small businesses have spent an enormous amount of time and money trying to understand their customers’ opinions through surveys and polls.
Understanding public opinion is crucial for making decisions within a company before starting production (market research) and when our product or service is already on the market (product and service evaluation studies).
That said, and considering that customer feedback is a powerful tool that generates business opportunities and unnecessary cost savings, a company with a call center or contact center dedicated to customer service or telesales includes a short survey with a customer or potential customer on every call made or received.
Until recently, the information obtained from call center conversations was not easily analyzed. Quite the opposite. Transcribing and analyzing thousands of minutes of telephone conversations was neither simple nor cheap. Today, Speech Analytics software makes this task more affordable by automating the analysis process for call or contact center conversations.
Speech Analytics: How and Why to Use It in a Contact Center
With Speech Analytics, you can review interactions based on words and phrases spoken between the customer and the operator . The system works in two processes: transcription and content analysis. The software can be implemented in create or identify context-worthy content
real-time calls, emails, text messages, and other communication channels.
As a tool you can use it to:
- – Identify quick patterns that will help agents make rapid decisions that improve the conversation and increase satisfaction or conversion rates. The system can quickly identify user needs and provide guidance to operators to resolve issues or make information delivery much more effective.
- Detect known patterns in the repetition of words or phrases the customer uses most. This will allow you to taiwan data predict their next inquiries and personalize service. Similarly, this type of pattern could reveal problems or frequently asked questions, most requested products, etc.
As for the reasons for using voice and text analysis, we highlight the following:
Optimize quality monitoring and management
Without Speech Analytics, the supervisor must connect to a call to monitor agent performance or obtain relevant customer data. This manual process is not only time-consuming but also tedious; in high-volume call centers, it would be a daunting and expensive task. With the tool, you can analyze all calls and extract general metrics in very little time.
Improve the training of your operators
Hard-to-measure metrics will now be within your reach (response speed, empathy, willingness to resolve issues, pronunciation, among others). These will be very useful for identifying areas where your operators can improve.
