Instilling voice AI digital transformation in the business DNA for success

In recent years, digital technology, online operations, and process automation have rapidly expanded across the business landscape. Every industry and organization is now primed to undertake a digital transformation through the deployment of cutting-edge technologies like voice AI analytics. This article takes a look at how AI speech analytics can help a business understand customers better, make employees happier, and enhance real-time experience and sales conversions.

Digital technology has evolved tremendously in the last couple of decades. Now, it is no longer just about using technology to get things done. There is also a need to increasingly use smart technology to help humans get things done in a better and faster manner. Cutting-edge AI-powered speech analytics solutions are redefining the operational landscape of customer service, sales intelligence, and process automation in industries such as BFSI, last-mile connectivity, food technology, and others.

It won't be inaccurate to say that AI and voice-powered digital solutions are the potential magic wands that business owners can use to transform their organizations and achieve greater success. With customer-centricity becoming mainstream, creating brand reputation or managing it sustainably calls for a great customer experience each time. Whether it is a new lead engaging with your business for the first time or a recurring customer returning for another potential purchase, every conversation has to be provided with the best possible responses and experience.

Once a business masters that art, it is bound to thrive. Customers don't mind spending a little extra for the same product or service type if they are assured that the experience, they will get with the brand is going to be seamless and hassle-free. Judicious selection of the right AI speech analytics tools and deploying them effectively in a company's sales and customer support verticals can lead to significant operational gains. For instance, let's say you opted for a cutting-edge voice analytics platform for your contact center, and then it will not just improve the customer experience, but also enhance the brand's reputation and revenue generation.

Let's take a look at how it is possible to undertake a holistic digital transformation of the business with the power of conversational AI platforms!

Transforming customer understanding – Quality analysis of conversations is a key process in any contact center. It enables the decision makers to identify any shortcomings in the responses provided by the agents, and insights into the frequent grievances or pain points that the customers have. However, under the typical manual processes, less than 5% of conversations are ever analysed. These are randomly picked conversations that form the basis of reports about the performance of the agents. However, with 95% + conversations going unheard, such a random analysis is inaccurate and potentially damaging to the overall perception of the brand.

This is where the AI speech analytics systems are transforming things digitally. These platforms can analyse 100% of the conversations across voice and chat channels, enabling decision-makers to get the real picture without much effort. With integrated abilities such as customer sentiment analysis, intent identification, etc., the systems can accurately understand how a conversation turned out to be. This is also a far superior and more accurate feedback medium than merely asking the customers to rate a conversation on a scale of 1 to 5 or so on.

Transforming real-time call experience – Deployed at the front-end as automated voice assistants, AI speech analytics tools can transform the experience of a caller. For instance, the system can eliminate the waiting time for the call to be answered. This would lead to a positive experience even before the conversation starts. Further, the top-of-the-line voice analytics solutions in India are now offering multilingual support for Indian regional languages and their dialects. This is empowering and delights the customers who face challenges in conversing in English or Hindi. In fact, with less than 1/4th of Indians capable of holding any kind of conversation in English, there is a massive audience that remains uncovered by conventional means. AI-powered speech analytics can help a business transform this scenario and leverage the markets better.

Superior sales conversions and agent experience – A superior conversational experience and ability of agents to better understand the customer, leads to a stronger trust in the brand. This in turn creates an opportunity for better upselling, and cross-selling. The agents are able to perform their tasks with greater efficiency as they are provided the right nudges in the form of on-screen recommendations or reminders as per the AI system's analysis of the conversation. Further, call documentation which is usually a cumbersome and error-prone process for most agents can be automated while using an AI speech analytics platform at the backend. Thus, compliance issues and oversight instances can be reduced, and agents start feeling more confident in their performance. 

Irrespective of the industry your company operates in, digital transformation is a must to survive in the future business environment. With AI speech analytics, organizations can now not only lift their customer experience and boost sales conversions but can also achieve greater employee satisfaction and comfort. With a shortage of quality human resources to run businesses efficiently and rapidly growing competition, AI voice technologies are the powers that hold the key to future success. Why would you continue to wait at the doorstep then?

Media
@adgully

News in the domain of Advertising, Marketing, Media and Business of Entertainment

More in Media