Artificial Intelligence (AI) has impacted call center operations dramatically in recent years. A year ago, Gartner predicted that 25 percent of customer service and support operations will integrate chatbot technology by 2020. The change is visible across the industry in terms of both technology advancements and applications. One of the recent AI trends impacting the call center industry is the evolution of speech-based analytics understanding consumer behaviors.
In one such recent development, Voicesense, an Israel-based provider of voice-based predictive analytics solutions, now offers call center operators with an automated framework for predicting the behaviors of customers and agents during live operations.
The technology uses AI to analyze the speech pattern, which people cannot consciously control. Following the analysis, a predictive score will be assigned to each interaction which guides the call center agent to predict the potential behavior of the person. Agents can use these insights to personalize sales approaches and offers.
Most speech technologies available today focus on the content of the conversation, while a few others have advanced to emotion detection. Voicesense moves one step further by acquiring capabilities to analyze over 200 prosodic parameters of a person’s speech, such as intonation, pace and emphasis. These are the non-content parameters of a person’s speech.
Further, with real-time analytics capabilities, the technology finds wider applications which are not possible with current offerings that rely on historical data, says Voicesense in an official statement.
“Until now, the speech analytics technologies used in call centers environments revolve around emotion detection and have limited applications to support sales activities, while most predictive analytics approaches are not applicable to call center operations as they typically rely on historical data and offline analysis,” explained Yoav Degani, CEO of Voicesense.
For example, for outbound operations, Voicesense application provides marketing and sales agents with immediate go/no-go indications regarding each customer’s conversion probability. It also provides insights on their buying preferences such as pricing, product strength or brand quality, so the agent can devise sales strategies accordingly.
For inbound operations, the new AI-driven Voicesense technology provides real-time indicators of customers that are dissatisfied and at risk of churning, prompting agents to adopt immediate strategies to retain them. With predictive analytics, the technology delivers insights on customer’s loyalty style, such tendencies for long term value or inclinations for short term promotions, which can be leveraged by agents in their retention efforts.
The new version also helps improve call center operations by tracking agent burnout and identifying individual agents that are at risk of attrition, allowing managers to make proactive decisions to reduce agent turnover.
The solution fully integrates with other systems used in call center operations, including, CRM, business intelligence among others, the company said.
Voicesense has already initiated a number of PoC trials at call centers in the telco and financial services spaces.