There’s a saying: when you know, you know.
Conversely, then, it follows that when you don’t know, you don’t know.
Confused?
Don’t be – it’s merely a simplistic distillation of the issues faced by businesses everywhere.
Visibility, understanding, interpretation – in short, knowledge – of customers, colleagues, suppliers, and partners is crucial if those relationships are to thrive.
And that makes knowing all there is to know about businesses’ interactions with those groups more important than ever.
Of course, the frequency and length of those interactions are important, but tone and sentiment have become valuable currencies too.
Capturing – recording – those conversations within unified communications platforms has been possible for a long time.
However, the smartest organisations are now leveraging their network data to really get under their skin.
Transcribing conversations, identifying key words and phrases, sensing tone, logging actions, integrating it all seamlessly with CRMs and calendars: so much is now possible.
For UC service providers, it is the kind of easy-to-deploy, margin-rich functionality that is capable of differentiating them in a crowded, competitive market.
Picking the right software partner is key.
“Carriers literally enable the carriage of conversations through their network – it’s now time to stop seeing those as just conversations and to see them more as rich sources of data from which their customers can derive huge added value,” says Nick Atkin, Head of Solution Architecture at global call recording provider Dubber, which is at the vanguard of this latest phase of communicative evolution.
“Whether it is a mobile call, a UC call, a Microsoft Teams meeting; ending it without capturing the data means it is gone forever.
“The reality is that, through the use of AI, call data can provide all kinds of usable insight both during the call and after it has finished.
“In the past, access to that kind of functionality has been unaffordable for businesses other than large enterprises with massive budgets and huge data science teams.
“In surveys conducted over the past five years, 80% of CTOs have said AI is on their roadmap but only 10% have been able to do anything about it because it’s been too difficult and too costly.
“Now, if the technology is included in their carrier’s or their UC platform’s offering, it is easy and inexpensive.”
Already available on multiple communications platforms including Cisco Webex and Microsoft Teams, Dubber is built to capture service provider communications on a mass scale.
Its clever AI technology can deep-dive into call data and extract a host of information based on specific user criteria ranging from the most basic to the seriously complex.
And it is all managed, curated and presented via an easy-on-the-eye ‘single pane of glass’ user interface.
“Service providers are increasingly unable to differentiate themselves, their margins are being eroded, and they are all selling the same thing,” says Atkin.
“Embedding our platform within their service offering provides that differentiation because their customers are able to easily leverage the power of AI.
“Take the financial services sector: all financial traders’ communications have to be captured and we can do that. But we can also transcribe all of that data, provide access to it for compliance and surveillance teams, set alerts and notifications to trigger actions and events, and integrate it all with third party business-critical applications.
“ChatGPT has recently blown-up and is showing the world what is possible with AI and Natural Language Processing. We have been developing the technology for years. We understand the value of characterization and summarization. Now we have commoditized and monetized them.”
Practically, the technology is trained to detect key words or phrases within a conversation which the user has asked it to flag and act upon.
For example, negative sentiment or a customer’s request to cancel an order can trigger an instant alert which can in turn prompt a mitigating service-led action such as human agent intervention.
In that case, end customers also benefit as they feel more connected to their favourite brands; understood and empathised with.
“It is a win-win,” says Atkin.
“Five years ago, people were hesitant about call recording but now everyone expects it and understands its merits.
“During COVID, care providers used our platform to detect and manage the vulnerability of their hard-pressed staff as well as the stress levels of patients’ families who were unable to visit and so were forced to rely on phone conversations to stay connected with their loved ones.
“In the UK, National Health Service community nurses are saving hours every day by capturing conversations they no longer need to write down and recording voice notes that seamlessly integrate.
“In the US, state police officers are saving an average one hour and 42 minutes a day by recording and capturing every conversation they have with despatch and every statement they take from a witness. When they return to the police station, they use a case number to digitally link all of the data and a summarization is added to the notes.
“Think of the efficiency gains that are possible in a large enterprise Q&A contact centre. Today, managers listen to calls in order to identify any new issues. Using our platform enables them to set key words they are particularly interested in. So, rather than looking for a needle in a haystack, they are looking for a needle in a pile of needles.”
Clever stuff.
So, it seems that being in the know is the new place to be.
Know what I mean..?
- To learn more about how Dubber can help your and customers’ businesses digitize and thrive, visit Dubber.
from UC Today https://ift.tt/alzB04m
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