Unlock the value of speech and text analytics

Speech and text analytics tools can give organizations invaluable visibility into customer interactions and agent performance. These solutions are designed to surface data that provides a clearer understanding of customer satisfaction and sentiment. And they can uncover frustration points or roadblocks to completing interactions and addressing queries. They’re indispensable for businesses that want to improve the customer experience (CX) across all their engagement channels.??

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A Genesys study, “Customer experience in the age of AI,” revealed that 72% of CX leaders surveyed globally are using AI to identify pain points in the customer journey. Adding solutions like AI-powered speech and text analytics capabilities can further enhance efficiency, driving personalized customer experiences and enabling real-time decision-making.??

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Here are six ways that AI-powered speech and text analytics tools enable you to target specific service improvements.??

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1. Take fast action?

Using speech and text analytics, you can uncover insights before they escalate and quickly adjust your strategy. For example, if a compliance issue surfaces, you can correct it and quickly update the data that human agents, virtual agents and agent copilots use. That way, all subsequent interactions follow rules and regulations.???

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Your customer-facing agents become better at their jobs because they’re continually trained in real or near-real time. And your chat and voicebots can be designed to automatically optimize when new speech and text analytics data become available, surfacing valuable insight.??

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2. Improve products, service interactions and satisfaction??

You can uncover specific areas where your products and services or your service interactions or processes might not be meeting expectations. For example, if numerous interactions reveal that customers don’t understand an organization’s recent pricing changes, the company can proactively address the issue by creating new knowledge articles. These knowledge articles can then power various use cases, such as website self-service, virtual agent conversations, agent training or real-time assistance with an agent copilot.???

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3. Enhance contact center efficiency??

Speech and text analytics tools can help enable you to streamline workflows, reduce call handling times and improve first-contact resolution rates by identifying patterns and trends in customer interactions. You can also use these insights to build personalized training programs for agents, ensuring that they’re equipped to handle common issues more effectively.??

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4. Enable greater agent empathy??

Conversational analytics can help you go beyond just customer sentiment to also understand agent empathy across interactions. Empathy models trained to look at both sides of a conversation can gauge if an agent is able formulate a response that communicates an understanding of the customer’s concerns or questions. Organizations can use this insight to train agents on emotional intelligence for stronger customer engagements.??

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5. Get Insight at Bot Granular and Trending Levels??

Granular reports provide detailed insights into areas such as individual agent performance, adherence and sentiment, as well as customers sentiment. They can also determine if a problem was resolved. You can use these details to enable continuous improvements.?

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But the big picture is just as important: If many customers are telling you they don't understand a new rate calculation, supervisors and admins need to see it across all your agents to spot trends. Trending-level data might also reveal anomalies, such as compliance breaks. They highlight broader patterns that could reveal opportunities for growth.??

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6. Deliver smarter interactions???

Conversational intelligence understands the context of what's happening in an interaction and delivers a real-time response based on that through bots, virtual agents and assistive tools like agent copilots. It does so by combining real-time and post-interaction analytics to fuel real-time intelligence.??

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One example is providing answers to common but somewhat complex questions. When a customer has an upcoming doctor’s appointment, for instance, they might ask which documents to bring. With insights from speech and text analytics, drawn from responses to other customers’ questions, the model will surface the appropriate information to the agent. This proactive approach enhances the customer experience and reduces the length of inbound interactions.??

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Read more about the key components, capabilities and benefits of these tools in “Unlock the value of contact center speech and text analytics Software.”?