What Is Ai Voice Analysis For A Call Center Solution?

By Author: Mike
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Artificial intelligence has empowered several industry verticals. From automating several jobs to adding value added features to enhance the experience of the team and customers, AI has an important role to play.

The call center solution users often focus on customer care, sales, or collection calls. In this case, it is necessary to focus on working models and technologies that can help in increasing customer experience by assuring the excellent quality of service (QoS) and quality of call (QoC).

AI voice analysis for call centers is one of the amazing features available in the call center software. It has an important role to play and we will explore more about it.

What is an AI voice analysis tool for call centers?

AI voice analysis tool is an AI driven algorithm that can analyze the calls of a whole call center for quality purposes. It will review the call and match it with different performance parameters. This can help in giving a critical assessment to each call. It also helps in scoring calls and agents for their performance.

Key features of this AI driven voice analysis software are ...
... as below:

- Silence detection
- Correct start of the call
- Correct end of the call
- Usage of words (positive and negative)
- Voice tone
- Sentiments and emotions
- Silence
- Over talk
- And more
How does it benefit call centers?

The AI voice analysis for a call center can be integrated into the call center software. Once integrated, it will be available as one of the integral features of the solution. It will monitor all calls for quality purposes.

This will help and benefit to improve the quality of service and quality of the call in multiple ways like:

1. Agents will work more consciously

Unlike in a manual process, in which supervisors check random calls, with the AI call center software with an integrated voice monitoring tool, all calls will be reviewed. Moreover, all calls will be scored based on the performance criteria. Thus, agents will be more conscious while handling calls. They will try to meet all performance criteria to score high and get rewarded for their excellent performance.

2. Common mistakes can be detected

The AI voice analysis tool for the call center software scores all calls and also highlights common mistakes. For example, if an agent kept silent for a long time without putting a customer call on hold, this would create an awkward silence moment. This would increase the customer experience related concerns. The AI voice analysis for contact center software highlights all these common mistakes, so agents can be coached to improve.

3. Show minute level sentiments and emotions

The complete graph of each second of the call will be shown to show what your customers and agents used to feel during the call. This helps in identifying the trigger points to reduce negative emotions and add up to the positive emotions.

These are the top ways an AI voice analysis for call center solutions benefits businesses. There are multiple other ways this AI driven tool helps in enhancing the performance of agents and improve QOC and QOS along with CSAT.

For more information visit https://www.elisiontec.com/contact-center-solution/