News09 June 2021Thomas Simoneit

Speech Analytics & AI

To significantly increase customer and employee satisfaction and boost productivity, companies need to analyze customer conversations, assess the quality of the dialogues, and discuss them with agents in the service or contact center.

Operational control - Valuable insights for management

What do customers think of your company? Are they satisfied with the products or services, or are there recurring complaints?

Transcription and subsequent analysis give management the answers to these questions - for example:

Are advertising and marketing campaigns successful?
Do customers have follow-up questions or need further clarification? And what exactly are they about?
Are there particular topic focuses?
How do these topic focuses change over time (day, week, month)?
In what context do certain topics keep coming up?
How do customer follow-up questions on the top topics change over time? Can positive or negative trends be identified here?

Depending on the industry and the company, this list can be extended almost indefinitely.

What matters is that the insights from strategic analysis help optimize the relevant business processes.

Further possibilities and benefits at a glance

Precise intent recognition

What exactly does the customer say, what is their concern, and how precisely do they phrase their request (intent)?
How does the frequency of specific concerns change over time - by the hour, day, or week?
Are thresholds for a particular topic being exceeded, providing supervisors with important insights?

Identifying automation potential

What share of conversations and topics are routine, and can these concerns be resolved end-to-end through automation with ServiceBots?
How can I best balance the mix of human and automated customer service?

Sustainable training, live coaching, and further education

Is the talk-time ratio between customer and agent appropriate?
Is what has been learned being applied in customer conversations?
What can be learned from best-case and worst-case conversations?
Where is coaching or further training needed?

Quality control and assurance:

Did the conversation comply with the company's compliance guidelines?
How satisfied are customers with the conversation - were there expressions of displeasure, or did the customer say thank you?
How can I minimize frustration for both agents and customers?

Please contact us to discuss your specific requirements for Speech Analytics, or find further details on our Transcription and Speech Analytics page.