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AI Speech Analytics technologies are enhancing quality assurance (QA) monitoring and training approaches at contact centers. These Ai systems are now capable of going well beyond assessing agent performance and can provide in depth business analytics at a level that was not previously viable.

Our in-house experts Elizabeth Sedlacek, VP of Client Relations and Partnerships and Mark Rodrigue, Senior Vice President spoke about the technology and its revolutionary effect on driving process transformations, at a webinar hosted by Canadian Electricity Association and moderated by David McKendry.

AI is a billion-dollar industry today and is projected to grow to 5 billion dollars by 2025. AI and speech analytics are already part of our daily lives – be it navigating routes, talking to Alexa or watching a movie. It uses Natural Language Processing to analyze and convert verbal instructions into data.

Speech Analytics AI for quality assurance has taken this technology and put a spin on it so contact centers can monitor a 100% of agent-customer interactions. The result is a game changing product for customer experience and regulatory compliance in the contact center industry.

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 AnalystsInstead 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 UseIn 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.

Our Speakers

Mark Rodrigue

Mark Rodrigue

Senior VP, Operations & Global Growth

Mark brings 20 years of senior Sales and Operations management experience and is an expert growing and developing contact center services.

Elizabeth Sedlacek

Elizabeth Sedlacek

VP of Client Relations & Partnerships

Elizabeth is a passionate and successful executive with extensive experience in sales and customer service in the contact center, BPO space.

Tune in to the webinar for a deep dive into the subject and check out our speech analytics and voice AI solution to know how we can help you utilize this technology to improve your customer experience.

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