Outbound calls are customer calls initiated by agents with many different goals, such as sales, lead generation, or simply marketing.
Whether a company is following up on a particular product or service with the customer or looking to close a sale, outbound calls tend to get repetitive as agents often read from a script.
Outbound calls can also be automated using a pre-recorded voice to save time and costs of hiring more agents.
Yet, it’s important to track and analyze both agent and automated conversations to better understand the customer success rate.
With agent conversations, companies need to be able to see if the agent followed the protocol, for example, whether they were polite enough or empathetic enough, used the right words and mentioned the right products.
Meanwhile, automated outbound calls can reach an answering machine on the other end and fail to detect that there is no real human being answering the call.
This is where voice intelligence comes into play.
The Benefits of Voice Intelligence
Firstly, voice intelligence helps with cutting down costs in the contact center. Using specific algorithms, voice intelligence can help create automated outbound calls that are able to immediately ‘recognise’ an answering machine and disconnect the call.
Rajath D.M., API Solutions Manager, Symbl.ai, said: “Not all humans' greetings on answering machines follow the same patterns and voice signals. Usually, answering machines have specific kindness or begin with a message that says the person called is unavailable. In most cases, there is a phrase that says you can leave a message after the beep. While tones and signals are the same, the context of the message remains the same.”
“Augmenting existing answering machine detection with context understanding of the conversation content can drastically increase the accuracy of detection thus enabling an action or routing to be done in seconds rather than minutes - saving massive dollars on these outbound calls.”
Symbl.ai has developed this intelligence capability that can help track contextually similar phrases. Common phrases like ‘leave a message’ or ‘drop a message’ will be detected with their Tracker API, making it easier to identify humans, machines and other intents on the call for AI-enabled call routing.
In the scenario of outbound calls made by a human which are usually scripted or unscripted, voice intelligence can help businesses understand the customer better. It can also show script effectiveness, listening skills, and empathy that are critical to the brand. Rajath says:
