AI is the word we hear everyday now. It touches almost all domains and is making significant effects in terms of beautiful insights. Here I am sharing some use cases where we can use the power of AI to generate beautiful insights.
Call Transcription:
In contact center everyday there are thousands of calls are processed and recorded. These calls we can transcribe with the help of available speech to text APIs in the market. These transcriptions can be very helpful for the call center agents for the next time the same customer calls. Agent can be quickly aware of last conversation and can start talking contextually with the customer for better experience.
Call Classification:
Based on talk happen we can classify every call for the sentiment. For example customer was talking happily or customer was angry. Based on words used in conversation AI can easily classify overall sentiment on the call between customer and agent. These way we can classify thousands of call sentiment like “Happy”, “Angry” or “Neutral”. By having such insight we can serve more angry customers on priority and take necessary actions. This way call centers can improve their customer experience and can have valuable report card of call sentiments.
Call Summary:
Sometimes the call lasts for 30 minutes or more than that. In such cases very long conversation and call transcription is getting generated. So here we can do one summarize technique of AI that can give us key insights only in short form. This becomes very useful to have quick insights of a very long call.
Improving Agent Performance:
We can have good insights like how many calls are answered by particular Agent and who are happy or angry during conversation. These way we can train new or weak agents for how to communicate with customer to improve overall customer experience.
Voice Bots:
Obviously, the trending technology now. The traditional contact centers are getting transformed into the AI contact centers. Here the AI Voice Assistants can answer all the customer calls. Such assistants are trained with enough static and dynamic knowledge that they can serve customers just like human. Most of FAQs and common tasks are getting performed by these assistants. These assistants are talking with customers in natural language.
