By combining smart IVR systems and analysis of voice conversations – and using artificial intelligence that allows the agent to find, in real time, centrally stored information on the customer – we're delivering huge benefits to agents, businesses and their customers.
Together these tools can automatically display all the information an agent needs to have the most effective and helpful customer conversations – from managing and mitigating complaints and quick service resolution, to sales and retention activities.
And there’s no denying the appeal that the efficiency of technology such as speech analytics, IVR and virtual assistance can bring to an advisor and to businesses. While customers are getting increasingly comfortable using them.
At Capita, we not only have the resources to develop and implement smarter voice technologies into your operation, but also the customer service experience and knowledge to ensure the technology is successfully delivered and is right solution for your business and your 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.