Delighted or disappointed – surely there is nothing more important than customer satisfaction levels.
If the former is the case, you know your teams are getting things right. When the latter applies, it’s crucial that a fix occurs.
Thanks to the power and smarts of AI, mining and understanding customer sentiment can now be a fast, efficient, and highly-illuminating business. Voice calls in which those satisfaction levels (good or bad) are expressed can be converted into searchable text and automatically interrogated - providing rich and often business-critical intelligence that can help improve pretty much everything.
For the call centre, it means having a constant, near-real-time understanding of the positive, negative, or neutral characterisation of every customer call: up to a hundred thousand interactions a day; captured, analysed, and summarised for easy consumption.
For those tasked with monitoring and enhancing quality assurance, it makes traditional listening back to a randomly-generated sample set of calls look woefully analogue. Indeed, it’s AI delivering practical benefits at a speed and on a scale that is truly transformational. To capitalise fully, businesses (and their IT Managed Service Providers) must partner with a vendor that is at the cutting edge.
“Fast, detailed, and easily-accessible insight into customer sentiment is one of today’s highest-value assets of any business – leveraging the power of AI in order to fully maximise that value should be a top priority,” says Matthew Yates, Vice President of Engineering at leading contact centre solution provider MaxContact, whose recently-launched Spokn AI conversation analysis tool has dramatically enhanced its cloud contact centre platform’s regulatory compliance and quality management capabilities.
The launch comes just months after Manchester-based MaxContact secured accelerated development funding via the unique Venture and Growth Finance Fund of UK bank NatWest, dedicated to supporting high-growth, innovative scale-up businesses.
Integrated seamlessly into MaxContact’s feature-rich contact centre platform, Spokn AI captures and transcribes every voice call and presents sentiment analysis in the form of easy-to-understand metrics, graphs, bar charts and trend lines via a dedicated user interface. Written summaries of calls can be easily searched and skim-read where required, a historical view of related previous interactions is incorporated, and there is also a more traditional call playback function.
