“This call may be recorded for training and quality purposes” Almost every time we pick up the phone and call a customer support helpline, we all hear this little disclaimer. But just what does that mean? In the past, it only meant that, in the event of a dispute with the business, a supervisor may review your call. But as time went on, these call monitoring capabilities grew, and the technology that enabled them now have new uses. Off-late call centres have been utilizing keyword identifications for offline analysis and real-time operations
Many technology companies have begun assisting Enterprises with content-based speech analytics, which is based on “Text to Speech” or Intonation/voice pitch, as a result of the optimization and acceptance of Artificial Intelligence solutions. Although the technique employed for this form of sentiment analysis can yield a substantial volume of consumer sentiments, does it guarantee that those sentiments reflect the speaker’s actual feelings? Speech Recognition and Keyword Detection are useful tools, but they only consider one dimension of data!
With the “Emotion detection Platform” that TechnoDecibel offers, we are able to watch actions and comprehend previously unattainable levels of information thanks to its analytical capabilities. The platform has been using emotion analysis, which measures changes in a speaker’s emotional reactions to obtain insight into their “true intents,” to unearth a wealth of information. The Contact centre emotional Assurance system is a high-value tool, especially when used in tandem with a systematic approach to track ongoing organizational and operational performance. What you get in return is an Impactful NPS ratings and constant agent engagement for handling life cycle management techniques (process innovation, calibration, and continual improvement).
“Real feeling is far more than simply being aware of your level of happiness or anger. The Platform provides with a degree of understanding of emotions that we have never been able to access previously, which offers up a wide range of new opportunities for better understanding customers and employees.
Let’s say you dial your telecom service provider’s customer support number. During a call when It’s difficult to communicate your concern to the frontline agent, despite your best efforts, you can detect a hint of annoyance edging into your tone. But before you may ask for a supervisor, a supervisor answers the phone and inquiries about how they can assist! The Emotion Detection Platform technology makes a situation like this feasible.
Imagine that you work as a customer care agent for the same business. Your managers want you to make some upsells whenever it is possible, but it might be challenging to know when to press the point and when you’ll likely be wasting your time. After a while on the job, you’ll probably be able to spot these possibilities and figure out just how to present them in order to get the desired outcome. But what if you’re inexperienced or uncertain about whether to initiate the upsell?
The Voice Analysis technologies can help you choose the best time to make the call and present you with a range of options: Strike out and attempt the biggest upsell? fix the current problem before disconnecting? anything in the middle? You can choose the best course of action and arrive at the desired outcome with the aid of emotion analysis.
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