Transcribe call recordings to determine the sentiment of callers
Enhanced customer experience is often a key objective for contact centres, therefore generating data based on customers’ experiences is hugely beneficial. However, obtaining this data is often a challenge. Contact centres are now using automatic speech recognition technology to generate accurate transcriptions from calls, from which sentiment analysis can be performed to determine the mood of customers.
Customer voice data can be meticulously analysed to reveal which agent responses evoke positive emotions based on the tone, pitch and frequency of the customer’s voice. Sentiment analysis is used to provide agents with the data they need to enhance the customer experience. It not only provides agents with data but also the wider organisation to determine feelings about a situation, product, service or brand.
Sentiment helps organisations to understand customer interactions at a level which can be used to evaluate, change and improve the perception of a brand, product, service or interaction. There is no better source of data than the voice of the customer and the ability to not only capture what is said, but how it is said.
Accurate speech-to-text underpins the process of transforming the customer voice into a usable format for sentiment analysis engines. Even the best analytics systems and sentiment engines require the right input to reach their value potential.
Providing real-time insights of customer feelings enables agents to better manage expectations and emotions. Engagements and issues can be escalated to managers or specialised teams to ensure the call has a positive outcome.
Using sentiment analysis, agents can measure themselves against company and personal goals. They can identify areas for training and opportunities to implement new strategies to improve customer engagement and reducing customer churn.
Sentiment analysis helps organisations with product, service and brand validation. It gives organisations quantifiable data about customers’ perceptions, enabling them to make informed campaign decisions through the evaluation of customer sentiment.
Make informed decisions within the interactive voice response (IVR), not only based on words but on speech acoustics and sentiment too.
For compliance and monitoring it’s not always enough to rely strictly on the words used in a call. A better understanding of what was meant by the words through analysing how customers said certain things is also important. Sentiment analysis provides a tool to identify truthful conversations, ensuring an organisations’ reputation is maintained and engagements comply to legislative rules.
Sentiment and emotional analysis enable accelerated issue and dispute resolution through better understanding of a customers’ emotional state.