Call Center Speech Recognition

Contact centers are for many companies the most important channel for customer communication, but the results are often measured quantitatively, such as in number of calls, time on hold, call length, solution frequency, etc. Many companies have limited knowledge of what is actually conveyed in the calls, even whether this is typically much more critical to company success than quantitative call statistics.

This is changing. Companies have started using context and sentiment analysis for text based channels like chatbots and social media. The analysis is used to identify the cause of contact, customer problems, product improvements, trends that can, for example, give early warnings about customer dissatisfaction, etc. This type of analysis illustrates the valuable information that can be obtained by analyzing customer interactions. This is changing. Companies have started using context and sentiment analysis for text based channels like chatbots and social media. The analysis is used to identify the cause of contact,

customer problems, product improvements, trends that can, for example, give early warnings about customer dissatisfaction, etc. This type of analysis illustrates the valuable information that can be obtained by analyzing customer interactions. For many companies, however, text-based customer communication constitutes only a small part of the total customer communication, as by far the largest channel is telephone conversations between the company’s contact center and customers.

It is a much greater challenge to analyze the content of telephone conversations, partly because they are analogous in nature, and partly because in practice it is not possible to listen to and extract all the desired characteristics from the conversations.

This is where MIRSK and our industry partners come in. With the help of AI, Machine Learning and Big Data, you get the ability to analyze every single call, no matter how many calls you handle. Here are some examples of how you can take advantage of this:

Put words on your recordings

With MIRSK Call Center speech recognition, you can automatically convert telephone conversations into text, and thus into a searchable and analytical data base. By converting phone calls to text, you can gain a much deeper and valuable insight into why your customers are calling. And thus seek purposefully to be able to optimize this part. MIRSK also collaborates with leading analysis companies, which can take the text we recognize, and prepare targeted analyzes to increase, for example, knowledge about marketing, or for use by the sales department, by, for example, being able to spot trends and words that customers often mention.

Benefits of Call Center Speech Recognition

Word Spotting

Calls are recorded, converted to text and saved as data.

Analytics

Calls are converted to text and saved as data.

Call Assistant

Agents are assisted as topics emerge during a conversation.

Word Spotting

Calls are recorded, converted to text and saved as data. You define words that are of particular interest to you, and the system identifies the calls that contain those words (word spotting) and where in the call these words are used. Can be used for

QA by listening to the most relevant conversations,

Quantification of topics,

Training of call agents

Follow-up on campaigns

Etc.

Analytics

Calls are converted to text and saved as data. This data can be used to quantify the reason (s) for calls, sentiment analysis, map trends and patterns, etc.

If data is used in combination with other systems, such as CRM, it will be possible to isolate revenue-related calls. You will be able to identify general customer problems early in a process, just as you will be able to see which calling characteristics lead to expensive repeated calls.

The main uses are:

Reason for call

Topic quantification

Sentiment analysis

Calls leading to sales (or vice versa)

Trends and patterns

Future product requirements

Identify best practices for agents

Call Assistant

Calls are converted to text in real time. Agents are assisted as topics emerge during a conversation. When a product is mentioned, a product description and a price sheet can be displayed on the screen along with a checklist that can guide the agent based on the current content of the conversation. This can also be used to ensure regulatory guidelines are complied with in e.g. financial institutions. Furthermore, an ongoing sentiment analysis will be able to help the agent to ensure that the conversation develops in the right direction. Applications may include (but are not limited to):

Automated sales assistance – including CRM lookup

Dynamic custom guidelines

Product descriptions

Price lists

Checklists

What can the data be used for?

You decide

Of course, it is up to the individual company to judge how to get the most out of the data that arises. The analyzes must lead to action, not just insight. It is not enough to identify problems and score every call; the conclusions should drive agent behavior and / or transformations of CRM strategies.

Improving customer service?

One of the most promising technology trends for improving customer service is the integration of artificial intelligence (AI) in the process of self-service and agent assistant service, also known as intelligent virtual assistants or 'talk chatbots'. Being able to respond to customer inquiries in an automated way that is convenient for customers and with 24/7 service can be a great benefit for companies. The impact that AI will have on customer experiences over the next many years is difficult to calculate. It represents a whole new level of delivering targeted individual customer experiences, but is still in its infancy when it comes to practical implementation.

Start your data collection now – It provides opportunities in the future

As mentioned, the above examples are intended as examples for inspiration. However, the key to being able to embark on this journey is to have the many hours of conversations converted into data so that the foundation is present. Contact MIRSK for a non-binding talk on how to get started!

Let's Build Something Together