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Capita improves customer experience with new digitally augmented real-time voice analytics

Date Published

14/01/2021

Reading time

2 mins read

Capita has today announced the launch of its new assisted customer conversations solution that gives instant prompts and help to customer service advisors by analysing the customer’s voice using AI and in real time.

This allows the advisor to deal with customer queries in a more informed and seamless fashion and the customer in turn receives an all-round more personal and efficient experience.

The technology component of the service intelligently analyses both the content and the tone of calls made to contact centres, allowing for call advisors to be fully informed. This enables the advisor to focus on the customer and deliver the best possible outcome – whether that’s resolving complaints or supporting vulnerable customers.

Traditionally, customer advisors have had to deal with many time-consuming administrative tasks which the technology does away with by automatically categorising calls, taking notes and transcribing conversations. Advisors no longer need to put customers on hold or flick through various screens to gather the information they need. These measures free up the advisor to focus on the customer’s needs and have more informed conversations. Furthermore, by allowing calls to be more efficient and effective, the average hold times can be significantly reduced.

It’s the unique combination of being able to provide advisors with guidance based on analysis of the customer conversation as the call takes place with the in-built analytics capability that makes this a first. The integral technology automatically analyses conversations as they occur, identifying the root causes of positive or negative calls. This contrasts with existing market offerings which have to extract data to be analysed to provide insights and reports, rather than being instantly accessible to businesses.

Alan Linter, Capita’s Innovation and Data Science Director, said: “This technology will transform how we coach and support our advisors. It will provide an additional support tool for our employees who are working remotely to keep contact centres running effectively throughout the pandemic. The technology allows team leaders to follow calls live, enabling them to support advisors with expert guidance via chat, and identifies when they should join calls directly.”

Learn more about assisted customer conversations