➥ accuracy of customer conversations using speech recognition software
At a glance
How our assisted customer conversations solution helps
Instant prompts for advisors by analysing the customer’s conversation and tone of voice in real-time.
The advisor is more informed and can focus, whether resolving a complaint or supporting a vulnerable customer.
Reduce hold times
By enabling calls to be managed more efficiently and effectively, average hold times are significantly reduced.
The customer, in turn, has a more efficient and personal experience and the best possible outcome.
Fewer abandoned calls and happier customers
For one retail client, our IVR solution resulted in a 42% reduction in abandoned calls, meaning that more customers were able to have their enquiries resolved and demonstrating that the client cared for its customers. And our speech recognition systems can analyse all points of a customer conversation with 70% accuracy, identifying any phrases that indicate the customer’s satisfaction levels.
This technology will transform how we coach and support our advisors and allows team leaders to follow calls live, enabling them to support with expert guidance via chat, as well as identifying when they should join calls directly.