Speech Analytics technology for call and contact centers has been enhanced in recent years by advances in artificial intelligence.

This text and voice analysis tool is better adapted to customer conversations and has a powerful predictive capability to generate consumption patterns.

These will be of great help in improving the quality of your company’s customer service and reducing costs.

 

What is Speech & Text Analytics?

Ever since companies began listening to their customers and considering them the backbone of their production systems, their investment plans, expansion plans, and even a fundamental component of cost analysis, both large and small businesses have spent an enormous amount of time and money trying to understand their customers’ opinions through surveys and polls.

Understanding public opinion is crucial for making decisions within a company before starting production (market research) and when our product or service is already on the market (product and service evaluation studies).

That said, and considering that customer feedback is a powerful tool that generates business opportunities and unnecessary cost savings, a company with a call center or contact center dedicated to customer service or telesales includes a short survey with a customer or potential customer on every call made or received.

Until recently, the information obtained from call center conversations was not easily analyzed. Quite the opposite. Transcribing and analyzing thousands of minutes of telephone conversations was neither simple nor cheap. Today, Speech Analytics software makes this task more affordable by automating the analysis process for call or contact center conversations.

Speech Analytics: How and Why to Use It in a Contact Center
With Speech Analytics, you can review interactions based on words and phrases spoken between the customer and the operator . The system works in two processes: transcription and content analysis. The software can be implemented in real-time calls, emails, text messages, and other communication channels.

As a tool you can use it to:

– Identify quick patterns that will help agents make rapid decisions that improve the conversation and increase satisfaction or conversion rates. The system can quickly identify user needs and provide guidance to operators to resolve issues or make information delivery much more effective.

– Detect known patterns in the repetition of words or phrases the customer uses most. This will allow you to predict their next inquiries and personalize service. Similarly, this type of pattern could reveal problems or frequently asked questions, most requested products, etc.

As for the reasons for using voice and text analysis, we highlight the following:

Optimize quality monitoring and management

Without Speech Analytics, the supervisor must connect to a call to monitor agent performance or obtain relevant customer data. This manual process is not only time-consuming but also tedious; in high-volume call centers, it would be a daunting and expensive task. With the tool, you can analyze all calls and extract general metrics in very little time.

Improve the training of your operators

Hard-to-measure metrics will now be within your reach (response speed, empathy, willingness to resolve issues, pronunciation, among others). These will be very useful for identifying areas where your operators can improve.

Increase sales

Creating customer patterns is a very smart way to anticipate their needs and develop value propositions and products that boost your sales.

Comply with service policies

Today, there are strict customer service policies, and when a company fails to comply, it risks fines and loss of reputation.

The tool can help your officers manage pressure, be aware of violations, and increase their productivity.

How Speech & Text Analytics Works
Speech & Text Analytics uses different types of pattern analysis:

– Recognition of content in different variants (what has been said).

– Recognition of sound patterns (how it has been said) such as age, gender, environment, emotional state of the interlocutors and network used.

The combination of these different tools, the information they collect, and their analysis allow us to gain insight into such important data as customer preferences, concerns about the product or service, and any flaws they encounter.

To give a clear example, if a company that manufactures pressure cookers receives a large number of calls from customers reporting a strange noise in a particular model, it can, for example, analyze whether there is a fault in the production line. And, if so, resolve it and notify its customers promptly to avoid serious legal issues due to incidents involving one of its products.

Beyond this example, the ability to analyze conversations in a contact center opens up endless lines of research, ranging from studying customer tastes and preferences to properly managing your operators, as it provides you with relevant information to train agents and improve the quality of service.

To give another example, if the analyzed conversations reveal a critical point, identifying it and instructing agents to overcome it will build customer loyalty, increase productivity, and streamline conversations, helping everyone reach a mutually agreed-upon point.

There are even functions that detect and certify compliance with the telemarketing law, which provides insurance for the company.

The use of these Speech & Text Analytics systems in a contact center represents an unprecedented advance in data analysis and in bringing customers and companies closer together. A trend that will mark a turning point in the customer service industry.