3 ways conversation intelligence can transform the contact center
Welcome to this month’s issue, where we explore AI hot topics for customer experience professionals. AI is becoming part of everyday work and life -- some are even using it to predict March Madness winners (Go UCONN!). Check out this month’s issue to get smarter about key AI practices and trends.
If you’re not already subscribed, you can sign up to get More than Meets the AI here . We’d love your feedback, so please share in the comments or contact me on LinkedIn .?
Thanks,
Liz Glagowski, Editor
3 ways conversation intelligence can transform the contact center
Conversation intelligence lets brands tap into insights more deeply than ever before. With the right AI-enhanced tools, you can listen in on every interaction taking place in the contact center (not just some) and comb through all that data to identify trends, patterns, and areas for improvement.
With these insights in hand, brands can make better-informed, data-driven decisions that improve experiences and efficiencies in the contact center.
In particular, conversation intelligence can have major impacts in three key areas.
1. Problem identification
First and foremost, conversation intelligence serves as a diagnostic tool – always searching for potential topics, sentiments, and issues that are trending. Consider it your eyes and ears, letting you know what customers are saying and how they’re feeling.
Through established analytics dashboards or custom search tools, conversation intelligence empowers contact center leaders with the ability to track macro-level trends in the contact center like never before.
For instance, conversation intelligence solutions can help identify:
2. Feedback integration
Conversation intelligence also captures customer sentiment at an aggregate level. Algorithms powered by generative AI can measure customer sentiment across all channels, from both established customer feedback tools and raw conversation data.
All this data is extremely powerful, but only if brands put it to use to improve the customer experience. In addition to keeping a pulse on customer satisfaction, companies should use this data to incorporate feedback and inform decisions.
领英推荐
3. Strategy enablement
One of conversation intelligence’s greatest benefits is that it connects customer conversation data to other critical customer data points, which gives brands a more holistic view of customers and a greater understanding about what impacts their decisions – before, during, and after interactions.
This can inform new training strategies and journey enhancements that might not have been visible otherwise. Conversation intelligence can enable things like:
With the right conversation intelligence tools, brands can gain a deeper understanding customers and how to meet their needs, which translates into better experiences for customers and employees alike.
Read more about conversation intelligence in the contact center in the TTEC Digital article, The definitive guide to conversation intelligence: Definitions, benefits and examples .
By the numbers
What’s trending in AI and CX?
Article: What is multimodal AI?
TTEC sits at the intersection of AI and customer experience. Find your way forward.