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Best Ai Voice Analysis Features To Improve Customer Experience

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By Author: Mike
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AI (Artificial Intelligence) tools have become a household name for businesses and consumers. There is hardly any business or company that doesn’t use the best AI tools or features. Artificial intelligence and machine learning have been incorporated into each segment, then how can we forget customer service.

AI tools have an important role in customer services and they can increase customer satisfaction rate tremendously high by delivering exceptional customer experience. There are multiple AI tools available to improve customer experience and one of the most popular ones is an AI voice analysis for call centers.

AI voice analysis for call centers can be integrated into any call center software or even in an omnichannel contact center solution. This AI solution for contact center software has an array of amazing features that help in improving customer experience.

1. Emotion and sentiment analysis

The AI voice analysis for call centers is capable of detecting the real emotions of a customer and an agent during a conversation. These emotions can be happy, neutral, angry, sad, etc. Knowing how your ...
... customers feel during a customer service call can help in defining better customer experience strategies in a business.

The AI voice analysis for call center solutions can show the emotions of both clients and agents in a time graph. It means for each fraction of a conversation, the customer and agent emotions can be detected.

2. Silence and verbose communication detection

As a rule of thumb, agents need to be more conscious while on the call with a client. They have to ensure that there is not a huge chunk of time with awkward silence or there is no minute in the call when the agent speaks too much. The AI voice analysis for call center software can detect this in a conversation. It can show the timestamps of a call during which the agent was either verbose or silent. This helps in improving training to deliver a better experience to clients.

3. Agent etiquette scoring

Each call center has a set of rules and etiquette to follow to deliver a uniform customer experience. That is called agent etiquette. Ideally, it includes the following:

Initial greetings
Usage of positive words
Avoiding negative phrases
Proper and well defined call wrap up

The AI voice analysis for call centers is capable of detecting this as well. It helps in making sure that agents are delivering satisfactory client experience, as well as, positioning a positive business brand in front of clients.

4. Call scoring

The AI voice analysis for call center solutions scores each call based on different criteria, including, but not limited to what is mentioned in this article. The artificial intelligence tool assesses each customer call and gives it an overall score, which will be shown in the contact center software. This works like a scorecard to reward the best performers and train the poor performers to keep improving services and the CSAT rate.

The AI voice analysis for call centers offers multiple other features along with the top four mentioned in this article. It will automatically assess all calls to help in improving client satisfaction.

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