Today's businesses understand that customer conversations aren’t just functions of day-to-day operations; they're a wealth of information to be mined. Every customer interaction contains information about sentiment, issues customers mention, issues with a product, and overall customer sentiment. Despite the promise of customer call information, many organizations fail to unlock it. Manual listening to call recordings is slow, inconsistently done, and impractical at any significant volume.
AI-powered speech analytics by Zadarma is a solution to this problem. By converting audio recordings to structured, searchable data, Speech Analytics removes the guesswork and provides organizations with more access to the voice of the customer.
With Speech Analytics, Zadarma uses customer call analysis powered by artificial intelligence. There is no more manual reviewing of calls or listening to a representative sample. Speech Analytics reviews 100% of calls and provides actionable call data.
Some of the data monitored and nuanced with Speech Analytics includes:
Commonly mentioned call topics
Call length and flow to identify potential issues
Uncommunicative call segments that may represent a lack of voice or be a result of lower satisfaction with the call goals
Overall sentiment and emotional flow of the call
The platform's integration of actionable data makes it possible to surface data that would otherwise be lost in hours of calls.
Pattern matching insights flagged by the system allow businesses to see issues such as shipping delays or subscription cancellations prior to becoming full-blown issues to mitigate risk to the bottom line.
Conversations are a bidirectional emotional experience and customers are frustrated and excited or hesitating or relieved.
Speech or emotions such as frustration are often undetectable without the ZeDarma system which detects differentiation of emotion tone and sentiment occurring during customer interaction. By frustrated you might mean that there was a lack of resolution.
Here are the ways:
Measure customer satisfaction.
Adapt the message delivery.
Shape responsive training.
Spot pressure points that traditional surveys miss.
This allows organizations to understand the emotional context of statements and customer interactions.
Get instant visibility of customer behavior and call analytics on the fly using Zadarma real-time dashboards as a direct solution to reporting lag.Companies are able to track: Sentiment analysis; Public feedback; Support case reasons; Performance metrics; Product and Service complaints;
For service teams, this presents a real time opportunity to see an operational snapshot. Managers use this for tactical planning. Executives use this to monitor the customer experience in the organization.
Call scoring has traditionally been a subjective exercise. Different supervisors assess the calls in different ways, and typically, only a handful of calls are reviewed. AI-driven analysis changes this to an unbiased, scalable methodology.
Zadarma evaluates calls automatically for:
Adherence to Call Command Script
Tone, Courtesy, and Demeanor
Resolution of the Call’s Primary Issue
Evidence of Compliance
Quality of the Response
This results in objective assessments that can inform training, monitor KPIs, justified promotions, and refined processes.
This gives agents a roadmap of the challenges and value they bring to the customer. For managers, this balances equity on the distribution of a work on the teams, while also enhancing the value of a for the organization.
Partial insights are more the norm in most companies; sporadic call reviews, guessed customer feedback, and a reliance on instinct to guide decisions. AI-driven voice analytics ends this with a constant, full understanding of the customer interacted with.
Businesses can now address questions such as:
What issues frustrate customers the most?
Which agents are best at getting people to say no?
What features of the product are people confused by?
Is there an uptick or decline in complaints from customers over time?
What trends should we focus on?
Having full visibility means businesses will no longer have to react blindly. They are able to foresee issues, identify patterns early, and base their decisions on facts instead of opinions.
Voice data allows businesses to gain a powerful competitive advantage. Instead of treating incoming calls as routine service tasks, they can be transformed into a valuable source of strategic intelligence.
Zadarma’s Speech Analytics benefits organizations in the following ways:
Improved customer service experience
Reduction of service bottlenecks
Improved training of agents
Increased operational efficiency
Processes that are more geared to the customer
Improved retention of customers and an increase in sales
Businesses are able to provide more personalized and effective service to their customers by doing innovation at a faster rate when every conversation is a source of clarity instead of uncertainty.
Businesses have changed their Voice of the Customer (VoC) programs to include AI-powered voice analytics. With Zadarma’s Speech Analytics, there is no need for businesses to rely on the anecdotal evidence gathered from calling people. Conversations are converted into structured insights automatically and provide answers to questions that businesses may not even know they have. These insights reveal and track sentiment, hidden trends, and improvement opportunities throughout the customer journey.
Given the rapidly evolving expectations of customers, the use of these insights is critical. Businesses can make better, more competitive decisions while improving the quality of service offered within the marketplace through ongoing, real-time visibility to customer discussions.