One of the major benefits of Speech Analytics is the removal of bias from the evaluation process. While it’s true that humans are biased when evaluating the work of others, speech analytics is much more reliable. Instead of relying on random samples of calls, speech analytics scores calls according to pre-determined rules. This eliminates the need for subjective reviewers and ensures that all agents receive an equally accurate appraisal. In the past, most contact center agents were appraised based on random sampling. However, using speech analytics in the call center process ensures that all calls are treated equally.
When used correctly, speech analytics can help call center leaders reduce their agent’s workload by automating certain tasks. It can also be used as an early warning system, alerting humans to anomalous situations and thereby reducing training cycles. By identifying customer sentiment and emotion, speech analytics can ease the burden on call center agents, resulting in higher satisfaction scores and reduced customer complaints. With these benefits, speech analytics is becoming a popular tool for contact centers.
The use case of speech analytics in customer service involves the analysis of customer data. For example, a company can create an AI tool to help agents respond to customer inquiries. Such AI tools can identify keywords, and even flag fraud and suspicious activity. It can also help companies improve their product experience by identifying the needs of customers. This technology also allows them to track competitors’ names and identify if their sales and customer retention efforts are paying off.
Speech analytics can help enterprises understand customer sentiment across different channels. For example, if a company has a high turnover rate, it can use speech analytics to identify which agents are the most effective in solving customer complaints. This is a great way to improve operations by identifying trends and improving processes. It’s also useful for identifying problems before they escalate and affect the customer. If a customer is complaining about something, the customer will feel it, and a business can use speech analytics to correct the problem before the issue reaches a dangerous level.
Another use case of speech analytics is in contact centers. For example, a customer support agent may be unable to hear their own voice properly.
A business can use speech analytics to improve customer satisfaction and reduce churn. Using speech analytics, a business can identify the most common phrases used by customers to determine whether a customer is happy with a product. For example, voice analysis can also identify when a consumer is frustrated with a particular brand. This information can help the agent identify solutions for these situations. Additionally, it can also improve the experience of the customer.