Businesses are constantly looking for ways to reinvent themselves in terms of Customer Experience, and the rise of accessible AI-based solutions is becoming truly transformative in that respect.
Britta Chiaia, Product Manager at ASC Technologies, shared some valuable insights to help shed light on how AI, specifically AI-based call recording analytics, can easily and cost-effectively elevate customer satisfaction, improve agent processes, and prevent customer churn.
Using the powerful combination of pre-defined terms for detection and post-recording analysis of call transcripts, here are five ways in which AI can help cultivate a more seamless and satisfying customer experience.
1. Preventing Customer Churn
Chiaia highlights the pivotal role AI plays in preventing customer churn:
“By leveraging AI-driven analytics on recorded conversations, businesses can identify signs of dissatisfaction or potential churn early on,” she says.
While AI-based transcription already allows searching for specific keywords, this method becomes more challenging when it comes to vague concepts such as customer churn – as so many different keywords can imply that.
“The necessity to sift manually through countless recordings makes this information much harder to extract,” Chiaia explains.
With the ability to ask a Large Language Model specific questions regarding recording transcripts, the detection of customer dissatisfaction or churn indicators becomes significantly easier. This proactive approach allows companies to promptly address issues and enhance customer loyalty.
2. Increasing First Contact Resolution (FCR) Rate
One of the significant challenges in customer service is achieving a high First Contact Resolution (FCR) rate. So, how can AI help companies reach the desired goal?
“With the help of an intelligent system analyzing past customer interactions, businesses can identify calls where issues were not resolved in the first contact and learn from them,” Chiaia says.
“This information empowers organizations to update agent training and information, ensuring better-prepared agents and a higher FCR rate, ultimately leading to a more positive customer experience.”
3. Product (and product communication) Improvements
AI goes beyond resolving customer issues; it plays a crucial role in product improvement, too. By transcribing and analyzing customer conversations using AI-based tools, businesses gain valuable insights into product feedback.
Chiaia emphasizes that customers often provide direct feedback on products during these conversations.
“Customers always tell you if something is wrong with your product, or if your communication around it (i.e., product use guidelines) isn’t clear enough,” she says.
With the help of AI, companies can extract this feedback efficiently, saving time and resources that would have otherwise been spent on traditional product research.
“In the past, companies had to invest extensive amounts of money and effort in research to detect such issues when in fact, all the information already existed within their customer interactions,” she explains.
The ability to rely on direct customer input facilitates continuous product improvements and enhances communication around product usage.
4. Internal Process Improvement
AI-driven analytics can also help uncover inefficiencies in internal processes, which can in turn make an important contribution to customer experience.
“By analyzing agent-customer interactions, companies can identify areas for improvement in communication and workflow,” Chiaia notes. “For example, long breaks during conversations may indicate software-related challenges.”
According to Chiaia, the insights gained from these analyses enable organizations to streamline internal processes, leading to improved efficiency and a smoother customer experience.
5. Improving Agent Skills
AI-driven analytics not only identify issues but also contribute to improving agent skills, which makes for improved customer interactions.
Chiaia explains:
“Asking the LLM specific questions about agent performance can uncover areas where they may be struggling, which allows companies to provide targeted training and support.”
The continuous improvement in agent skills, resulting in well-trained agents, ultimately leads to a better overall customer experience.
How Can ASC Help?
ASC‘s Recording Insight solution for Microsoft Teams serves as a powerful tool for implementing AI-driven improvements to CX.
By allowing users to predefine specific terms, such as product-related or customer experience keywords, the solution’s AI Policy Engine enables users to set up rules for monitoring conversations, combining criteria like keywords, categories, patterns, and adherence phrases, allowing them to detect issues proactively. In addition, Recording Insights offers the possibility to ask AI Questions in free text, facilitating retrospective analysis and continuous learning from past interactions to refine processes.
“At ASC, we constantly see AI transforming customer experiences for our enterprise clients,” Chiaia concludes. “We continue to explore more ways in which it can help enhance CX intuitively and cost-effectively.”
To learn more about Recording Insights, visit ASC.
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