Perceptive Examination of Call Centre Dialogues
Obtain and examine spoken conversations from call centres to identify meaning, gauge sentiment, and provide insights to facilitate performance and customer experience improvements.
Call centres provide an invaluable source of real, spoken data that characterize customer sentiment, intent and communication patterns. With recorded calls and live interactions, organizations can draw apt insights with a goal to enhance support quality, improve agent performance and deliver a better customer experience.
The Call Centre Speech Monitoring Process captures and processes audio data from any inbound or outbound calls, which allow users to investigate tone, emotion and recurring concerns, while creating the data that feeds the dashboard for real time insight to Customer Experience (CX) teams.
Sentiment & Intent Recognition (SIR) leverages AI and Natural Language Processing (NLP) & Technology to analyse tone and intent in speech – identifying if a customer is complaining, questioning or is at a point of urgency to ensure an organization has time to proactively respond to concerns before churn occurs.
Statswork collaborates with industries to deliver end to end solutions to ignite Call Centre Speech Analytics. Our Speech tech and Analytics as Intelligence ic products powered by AI equip teams to act quickly & improve team learning and make smarter voice data decisions at any scale.
Understand Customer Needs
Qualitative research will reveal the why behind what customers do. Once you understand this you can adopt strategies that better meet their expectations.
Spot Market Trends
Ethnography and the collection of digital data will help you spot and keep on top of developing market trends.
Improve Product Development
Feedback from focus groups and interviews used to test products and services will help you refine your offerings, as well as being in tune with how customers feel about them.
Enhance Brand Strategy
The insights that qualitative market research provides can help your intentions for advertising messages and brand positioning stay strong and clear.
More Informed Decision Making
The right combination of qualitative and quantitative data will produce deeper, more balanced, and data-led strategies.
Build Customer Loyalty
Learning what motivates your customers helps you to create a unique experience, and one they will stick with long term.
We provide an extensive list of services that help collect, analyse and derive insights from spoken customer interactions, specifically in a call centre context.
Call Speech Capture & Processing
Capture and analyses audio from outbound and inbound calls to assess tone, key phrases, and overall call flow for the purpose of quality and performance measurement.
Speech-to-Text Transcription
Leverage AI-powered transcription applications for converting voice data into structured text to analyses conversations and communication patterns.
Agent-Customer Interaction Insights
Assess agent and customer speech for qualities such as empathy, response quality, and overall effectiveness of communication, all aimed at providing training and service enhancements.
Sentiment & Emotion Analysis
Apply machine learning applications, which, when analysing human voice, detect emotional tone during the dialogue to develop a real-time gauge small measure of customer experience.
Intent Detection & Topic Detection
Apply Natural Language Processing (NLP) applications to discover intent (e.g., complaint, inquiry, feedback) about the call and identify common topics experienced throughout customer calls.
Call Outcomes / Resolution Analysis
Discover the outcomes of the conversations to determine whether the call/service ended in resolution, whether escalation was a recommendation, and whether gaps were present to better identify opportunities for process improvements
Industries
Data collection allows sectors to train computer vision models, improve automation, improve diagnostics, ensure safety, and spur innovation via AI applications.
Provide us with your call recordings or transcription. We will utilize artificial intelligence to examine tone, intent, and patterns to provide enhanced insights that can improve the level of support provided to customers.Â
Input: Audio files, transcripts, or API data from your call systems.
Output: Structured insights about sentiment, intent, and outcome of call.
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Get started today and take the thought out of everyday calls and incorporate better decision making.
