Voice AI sits at the intersection of speech analytics and quality management, using cutting edge speech technology and natural language processing to transcribe and analyze support calls at a massive scale. It enables organizations to analyze 100% of customer conversations with the ultimate goal of improving agent performance and the overall customer experience.
With Voice AI, key moments in conversation can be unearthed to provide a more accurate picture of how the contact centers as a whole, and the individual agents staffing them, are performing across key metrics. Analytics on interactions like sentiment, emotion, dead air, hold times, supervisor escalations, redaction, and more are often game-changing for businesses who previously had low QA coverage, and Voice AI is the key to identifying them.
Once transcribed and analyzed, Voice AI automatically scores some parts of conversations and enables organizations to create tailored coaching programs for agents.
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We just released a new Guide on reinventing quality programs with Voice AI, covering best practices from industry leaders, actionable insights and transformative use cases and KPIs.
Voice AI emerged as a result of the inefficiencies of highly manual traditional quality management (QM) programs. Organizations struggled to fully-understand performance, monitor mission-critical KPIs and compliance, and better enable their agents with relevant training.
Voice AI, built around Analytics-enabled Quality Management, radically transforms an organization’s quality programs in a number of ways:
“Success for our team means bringing out the best in each agent. We’re able to do that by throwing out the one size fits all coaching approach and tailoring conversations on an individual basis. Voice AI helps ensure you’re an optimized leader by identifying and addressing the right gaps.”
- Kyle Kizer, Compliance Manager at Root Insurance
Voice AI provides a wide variety of benefits to improve processes across a contact center. Next, we’ll dig into some real-world use cases of how Voice AI and quality automation is used today.
Why It Matters
Regulatory compliance is paramount across all industries, most notably financial, insurance, and healthcare. It ensures the protection of customer data, backed by strict legislation to enforce it. As a result, monitoring mandatory compliance dialogues and categorizing voice calls relevant to specific compliance regulations is mission-critical.
Examples
Measurable KPIs
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If you're interested in diving deeper in compliance in particular, check out our on-demand webinar on 4 Can't Miss Compliance Trends and Predictions for 2020, presented by Jason Davis, Chief Compliance Officer at ERC BPO.
Why It Matters
The beginning of a conversation is important from both a customer experience and a compliance standpoint. The end of a conversation is also important for customer experience, and it also is an opportunity to both better confirm how the call went and create next steps.
Examples
Measurable KPIs
Why It Matters
Supervisor escalations are a strong indicator of a negative customer experience, a metric for agent call-handling, or an organizational inefficiency. Escalations in any contact center are costly due to the amount of time and resources required to resolve them.
Examples
Measurable KPIs
Why It Matters
Customer sentiment analysis is an indicator of how people feel about a brand, its products, and its service. Simple sentiment analysis is determined based on words alone (what's being said), while advanced sentiment analysis (tonality-based) considers tone and volume as well (what, how, and why it's said).
Examples
Measurable KPIs
Voice AI is transforming the contact center as we know it, uncovering deep insights across every single voice call that takes place, and providing the data needed to drive more targeted training programs for agents.
“What’s exciting about Voice AI is that we can change the way we’re coaching and re-write our quality cards. We can move away from check-boxes and focus on real skill development. Using Voice AI helps us change behavior faster.”
- Dale Sturgill, VP Call Center Operations, EmployBridge
If you're interested in diving deeper in compliance in particular, check out our on-demand webinar on 4 Can't Miss Compliance Trends and Predictions for 2020, presented by Jason Davis, Chief Compliance Officer at ERC BPO.
Joe Hanson leads content marketing at Observe.AI. Want to guest blog? Or maybe you have some expertise you want to share? Connect with him on LinkedIn.
