Generating valuable insights from contact centre calls

The contact centre market is readily adopting automatic speech recognition technology to provide improved customer experience through voice data analytics.

Contact centres provide unrivalled customer experience using our speech recognition technology at the core of their business solutions:

  • The contact centre market is using automated systems to help generate valuable business insights. Turning speech into text enables contact centres to analyse their audio content and understand the mood, tone and overall sentiment of customers, supporting continuous improvements in customer experience.
  • Contact centres are facing increased pressures from compliance regulation and must ensure the data security of all recordings. Speechmatics’ speech recognition capabilities enable contact centres to easily locate and replay stored recordings for a range of applications including dispute resolution, compliance, quality management and event reconstruction.

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Email: hello@speechmatics.com

Unlocking voice data using speech recognition for the contact centre industry

Compliance

With increasing pressures from compliance regulation to ensure the data security of all your recordings, now is a good a time as any to ensure that your house is in order, so to speak. By using Speechmatics’ automatic speech recognition (ASR) capabilities, you can easily locate and replay stored recordings, ranked by relevance and displayed as text summaries with search words highlighted automatically.

Using ASR, contact centres can automatically evaluate and then categorise every customer interaction into groups that are relevant to specific compliance regulations. A real-time ASR solution could also be used to help with compliance during the call by ensuring the correct things are being said based on guidance and alerting to prevent non-compliant behaviour.

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CASE STUDY

Liquid Voice is a leading provider of interaction recording, quality management and analytics.

FEATURED PARTNER

Sentient Machines uses Speechmatics to improve customer care operations for businesses.

Analytics and customer experience

Improving the customer experience is increasingly becoming the most challenging aspect of the contact centre industry. With an improved customer experience comes agent empowerment. The need for analytics is essential.

Using Speechmatics’ speech-to-text technology, contact centres can intelligently route calls to specially trained agents to personalise caller interactions. Whether it’s to deliver a summary report with emotions and keywords that leads to more meaningful conversations, or a call centre manager concerned with the bottom line who requires a snapshot of the data, the need for accurate transcription to understand conversations and react instantly is key.

Analytics not only empower agents to improve the customer experience, but they can also be used to provide value to the wider organisation. Analytics taken from customer interactions provides a wealth of information about the customer including how they feel and their experiences with the brand and product. This can be used for a number of activities such as evaluating the success of a particular marketing campaign, to make continuous improvements or track ROI. Analytics helps to understand the internal workforce, identify knowledge or training gaps and to roll out data driven programmes.

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Sentiment analysis

In contact centres, the customer experience is vital but it is often hard to generate specific data from customers about their experiences. Using highly accurate transcription from Speechmatics, contact centres can accurately capture callers’ spoken data which can then be fed into systems that can extract sentiment from those utterances. With this capability, contact centres can easily perform sentiment analysis of voice data to determine the mood of customers and which responses evoke positive emotions based on the tone, pitch and frequency of their voice. Sentiment analysis extracts the necessary data to enhance customer experience through continuous improvement and quality assurance.

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FEATURED PARTNER

Neuraswitch uses Speechmatics for call analytics and customer experience. Watch the webinar we hosted with them for improving CX using machine learning.

Agent training

Agents are a contact centres’ greatest asset, so empowering them to do their jobs more effectively is key to business success. Agents provide significant value by delivering exceptional customer service. Contact centres can use speech-to-text to unlock previously untouched voice data from calls to provide agents with training opportunities. Transcripts can be used to identify how issues have been solved in the past to improve the customer journey and reduce interaction time.

By obtaining transcripts of calls, contact centres can easily access data and use it for compliance auditing, to accelerate dispute resolutions, and ultimately achieve a better customer experience.

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Advanced auditing to maintain compliance

Contact centres are under increased pressure to remain compliant and ensure that customers’ data is secure. Compared to the reliance on human activated compliance capabilities, contact centres are utilising Speechmatics’ advanced automatic speech recognition (ASR) technology to deliver powerful and highly accurate transcripts of call recordings. The technology quickly and easily captures both words and numbers to provide secure and automated card capture and data auditing for compliance purposes.

Interaction capture

Empowering agents to do their jobs better by providing them with insightful data is a key objective for contact centres to achieve greater customer experience. Contact centres are adopting automatic speech recognition to unlock voice data captured in call recordings to enable agents to improve their customer service. ASR supports agents by delivering a transcript of calls in real-time, or from previous interactions, direct to their dashboards.

Contact centres can significantly accelerate resolution times by making customers’ interaction history accessible to agents. In the event of a dispute, providing agents with a transcript of the call history eliminates the requirement of the QA team to filter through and locate issues in call recordings. Providing an automatic transcript of an interaction capture enables the QA team to quickly evaluate the dispute and decide on the right course of action immediately. This inevitably frees up time for the QA team to focus on providing maximum value to the dispute resolution process.

Secure and automatic card capture

Contact centre agent’s time is valuable and so optimising their time for them to focus on addressing customer issues is an ongoing challenge. Contact centres use speech recognition technology to save agents time by accelerating issues to a single exchange, or by alleviating their need to be present for low skill, high volume tasks such as processing payments.

When an agent is required to process a payment securely, customers can be redirected to a synthetic agent with an advanced number recognition model. This can then quickly and securely capture and process the customer payment with 100% compliance. Not only does this automated process save agents time, but it also helps to eliminate human error. Traditionally contact centre agents paused recordings to prevent personal data from being captured. By integrating automated tools using Speechmatics’ speech-to-text capabilities, it removes the human element and provides a more secure capture capability from a compliance point of view.

Knowledge base

Contact centres record millions of hours of calls every year, but until recently, this data has been difficult to access and only used for special circumstances. Accessing call recordings requires specialist teams to extract data by listening to calls, making it a timely and costly process. The rise of AI and automatic speech recognition (ASR) technology in particular, means that data is now much more accessible in text form, making it easier to store, locate and access. ASR provides contact centres with a knowledge base from previous calls and interactions with customers.

When agents or customers need that extra bit of help, contact centres can access all the information that they require by passing recordings through a speech recognition system. Contact centres can provide agents with dispute resolution best practices by extracting topics, themes, and words from customer interactions. These best practices can then be indexed to deliver best-in-class support.

Real-time support for compliance

The contact centre market is continuing to drive better interactions and safeguard their compliance responsibilities using cutting-edge technology. Contact centres use speech recognition to automatically evaluate and then categorise every customer interaction into specific groups that are relevant to various compliance regulations.

A real-time ASR solution can be used to assist agents with compliance during a call by providing guidance and alerts as to what they should and shouldn’t say. This helps to prevent the agent from behaving in a non-compliant way.

Other uses of speech recognition for contact centres include:

  • First contact resolution
  • Natural language IVR
  • Voice enabled workflows
  • Real-time agent assist

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