Post by samuelbapary3 on Jan 15, 2024 6:12:33 GMT
Although Internet searches are becoming more common every day, the proximity of being able to contact an operator by phone who can answer any questions remains one of the most important aspects before closing any sale . Therefore, analyzing the client's speech is not a concept. Many of today's marketing and sales strategies focus on analyzing the content of the call; However, the information that companies can collect through voice in a call is now drastically expanded thanks to the technologies that are beginning to be established in contact centers. The integration of artificial intelligence is making it possible to analyze key information from the content of the call in a much faster and more efficient way, as well as less expensive. This system, known as Speech Analytics , allows you to analyze the content of an audio and extract information in order to optimize both the operation of the business and customer service , and thus increase sales, without even having to ask their opinion to know it.
Speech Analytics uses two technologies: the transcription of audio to text that results in data and metadata, and the intelligent analysis of this data that allows detecting patterns, trends, word adjacency, etc., through Decision Maker Email List Natural Language Understanding (NLU). This data, properly interpreted, provides Business Intelligence that can be used to improve sales . Customer speech allows you to optimize quality management by extracting information about the contact center agent's performance and controlling the objections to closing the purchase. In this way, it helps to comply with service policies , showing if the words or phrases that should be part of the communication due to regulatory, legal or contractual requirements, were used and in what part of the interaction. In addition, Speech Analytics allows you to evaluate which procedures linked to service policies are annoying , and review them to improve the experience. Aspects such as response speed, pronunciation, empathy, whether they are decisive, whether they use the appropriate vocabulary, whether clients understand them clearly, etc. are analyzed.
Thus, the performance of the agents and their skills is improved , ensuring that they say the key words, and improving the distribution of calls (each operation is attended by the most prepared operator) helping to improve the customer experience . The result of a good analysis of the call allows us to reformulate the product to present it optimally, as well as analyze the customer's concerns in order to act on any detail not contemplated. The ultimate goal is clear: improve sales . Analyze the client and their feelings Speech Analytics uses artificial intelligence and a wide variety of search algorithms that, in addition to analyzing conversations, interpret intentions and emotions through the content and know if at any time there is confrontation on the part of the client. Knowing how to listen to the customer and know them in depth is vital for the success of any marketing and sales operation. Through the analysis of interactions and emotions, instructions are offered to optimize the dialogue scripts and sellers' techniques, as well as to make more personalized offers or detect details to improve in products and services .
Speech Analytics uses two technologies: the transcription of audio to text that results in data and metadata, and the intelligent analysis of this data that allows detecting patterns, trends, word adjacency, etc., through Decision Maker Email List Natural Language Understanding (NLU). This data, properly interpreted, provides Business Intelligence that can be used to improve sales . Customer speech allows you to optimize quality management by extracting information about the contact center agent's performance and controlling the objections to closing the purchase. In this way, it helps to comply with service policies , showing if the words or phrases that should be part of the communication due to regulatory, legal or contractual requirements, were used and in what part of the interaction. In addition, Speech Analytics allows you to evaluate which procedures linked to service policies are annoying , and review them to improve the experience. Aspects such as response speed, pronunciation, empathy, whether they are decisive, whether they use the appropriate vocabulary, whether clients understand them clearly, etc. are analyzed.
Thus, the performance of the agents and their skills is improved , ensuring that they say the key words, and improving the distribution of calls (each operation is attended by the most prepared operator) helping to improve the customer experience . The result of a good analysis of the call allows us to reformulate the product to present it optimally, as well as analyze the customer's concerns in order to act on any detail not contemplated. The ultimate goal is clear: improve sales . Analyze the client and their feelings Speech Analytics uses artificial intelligence and a wide variety of search algorithms that, in addition to analyzing conversations, interpret intentions and emotions through the content and know if at any time there is confrontation on the part of the client. Knowing how to listen to the customer and know them in depth is vital for the success of any marketing and sales operation. Through the analysis of interactions and emotions, instructions are offered to optimize the dialogue scripts and sellers' techniques, as well as to make more personalized offers or detect details to improve in products and services .