Empathy analysis conducted using artificial intelligence allows organisations to identify different sentiments present in a phone call. Such technology may unlock the future of business communications, as it not only boosts productivity but contributes to more meaningful customer interactions.
Yet, before delving deep into the technology, let’s consider how empathy can enhance customer conversations.
The Role of Empathy in Contact Centre Conversations
Empathy helps to meet the emotional needs of customers. As such, it can significantly influence the outcome of interactions. Typically, contact centres coach empathy statements to achieve this aim. Yet, it’s crucial to make a few considerations beforehand.
Is the customer angry, impatient, or perhaps even vulnerable? Getting to grips with this and using empathy appropriately will make or break the conversation. With such emotional intelligence, agents can use phrases such as: “I understand your frustration," or: “I get why this is a problem for you,” to soften the tone of the call and build rapport.
The pitch of an agent’s voice is also mission-critical. Empathy statements lose their value if the agent sounds bored, disinterested, or fed up. To counteract this, coach agents to lower and raise their pitch according to the situation. A high-pitch voice signals tension and nervousness, while a low-pitch voice often represents strength and calmness. By keeping the pitch of their voice low (but not monotone!) agents can create customer trust with little hassle.
Also, consider how tone impacts empathy. Of course, word choice is the number one tool for building empathy, but establishing a welcoming tone comes in a close second.
Lastly, speaking at different speeds throughout the conversation allows the agent to emphasise critical points within the conversation. It also keeps the listener engaged.
Here is Where Sentiment Analysis Comes In
In the latest version release of its SNAPsolution platform, Netsapiens introduced Call Transcription and Sentiment Analysis, tools that help users better analyse phone calls. Working in harmony, they parse call recordings, transcribe them, and deliver conversational insights.