Key Highlights

1. See the entire iceberg – Traditional QA processes are manual and analyze only 1-2% of agent-customer calls. Speech analytics and voice AI platforms record and automatically analyze 100% of the calls so companies get a complete view of their customer experience management processes. The technology not only monitors calls for compliance but also captures sentiments, dead air/hold times, and other relevant metrics to provide a detailed snapshot of each moment of the interaction.
2. Evolve the role of QA Analysts – Instead of being the ‘agent-police’ and only talking about negative interactions that agents had with customer, QA analysts can use this technology to do high level strategic work in analyzing the data collected, identifying opportunities for training and process improvements. QA analysts of companies using this technology said the traditional model only lead to debates on negative interactions. Armed with in-depth data, the conversation has now shifted to identifying business trends, improve coaching and customer experience.
3. Launch, Learn, Optimize, Repeat – Speech analytics and voice AI technology provides 3 things – transcription, deep learning and insights. Companies deploying this technology can glean insights to improve business processes based on market requirements with agility.
4. Start small and Act Fast – Companies that are implementing speech analytics and voice AI in their contact centers share that it in using this technology it is best to start with a small area of the business, identify simple inefficiencies with a big impact, and act urgently in implementing solutions in order to effectively inculcate this technology into your business.
5. Accurate, Easy and Secure to Use – In selecting an AI partner, companies must do due diligence in ensuring that the technology transcribes calls with an 80% accuracy or more. End-to-end implementation support and training should be provided to successfully transition your company to use this system. Last but not the least, the platform should be easy to use and understand for people from non-technical backgrounds.