Latest trends in Contact Center Series
1. Real-time transcription
When a call center agent is attending the phone call of a customer, the agent has to listen to the customer, make notes of what is being discussed, need to look at the records about the customer that are getting popped up if the customer is an existing customer or create a new record if the customer is a new customer. With all these mandatory background tasks focusing and listening the phone call will be quite tedious. The agent will not listen and he can only hear. If it’s a mere hearing, the agent can’t give proper solution to the customer and customer satisfaction will get jeopardized. Is there a way the organization can help the agent to focus on giving the best possible satisfying solution to the customer without worrying about taking notes of what is being discussed ? Of course, with the advancement of technology, communication between businesses and customers and within the organizations themselves has improved tremendously. One such technology that comes handy to help the call center agents is Voice Intelligence (Vi). Voice intelligence is the combination of Artificial intelligence (AI) , machine learning (ML)and Natural Language Processing (NLP).
Speech recognition, empowered by AI to convert voice messages to text is used to transcript the customer voice conversation into text. With Speech recognition, distinct voices are identified from one another to make the transcription in a dialogue format. Machine learning in Vi makes the transcription self-improving. With more and more data through the voice calls, Vi learns more and enhances its processing capabilities. Conversion accuracy improves tremendously by the use of ML in Vi. NLP in Vi takes in the conversation in the phone call in real-time and process them accurately. The transcript created is quite useful for the call center.
Using the transcript, it’s easy to search for specific information in the conversation which makes the life of agent easy. The time the agent spends to resolve the issue will be very less and hence the agent can become more productive by attending more customer calls. Some Vi software can provide post-call summary of important points in the conversation and is capable of creating a to-do list so that the agent knows exactly what steps to be taken up after the completion of the calls. Another advantage is that the manager or call-center supervisor can monitor the transcription of the on-going call and decide whether they need to intervene to assist the agents
Audio recording of the phone conversation is the general practice followed in any contact center so far. But there are some disadvantages in call recording. The call center agent has to play back the audio recording multiple times to take down the notes of important points or in case if the agent is looking for some specific information in the call. Moreover, the storing of the audio files needs a lot of storage which is going to increase the cost of operating the contact center. So, Voice intelligence is the latest trend that contact centers can adopt to increase customer satisfaction.
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