Customer service voice analytics
Using voice analytics to optimise customer service in real time
Combining technology and human expertise, our assisted customer conversations are helping you to serve your customers better with real-time conversational analysis and assistance that frees agents to actively focus on conversations for a first-class customer experience.
The technology component analyses the content and tone of calls to contact centres, equipping our agents to engage more successfully with your customers according to their query and their temperament.
It flags opportunities for sales and reminds agents to comply with regulations. It even advises them if they need to take extra care, for example to help a vulnerable caller.
The technology uses machine learning, so it’s continually developing and improving. Its built-in outcomes-based analytics engine provides valuable insight that allows us to continually improve our service and meet your objectives – whether that’s reducing churn, ensuring regulatory compliance or identifying vulnerability, all while providing excellent customer service.
"By providing real-time rather than historic analytics, coupled with AI-driven agent assistance, this tool will enable our agents not just to be more responsive, but to respond better. By facilitating more efficient and effective communication, it will significantly reduce average hold times and further enhance the services we provide to the private and public sector organisations who rely on us to deliver consistent service excellence for their customers"
Alan Linter, Capita’s Innovation and Data Science Director
Assisted customer conversations
|What it is||AI-driven conversation technology providing automated, real-time advice to our customer service agents|
|How it helps||For clients:
|Who it is for||Organisations that want to offer the very best customer service with a combination of the latest technology and human expertise.|
Enabling customer service agents to hold active, free-flowing conversations while addressing customers’ queries.