NeoSound Intelligence - Turn calls into revenue!
  • Home
  • Home
  • Home
  • Inicio
  • Solutions
  • Oplossingen
  • Lösungen
  • Soluciones
  • Contact
  • Contacteer Ons
  • Kontakt
  • Contacto
  • Blog
  • Arrange Demo
  • SUPPORT UKRAINE

Blog.

What are the AI Tools a Call Center should Have?

10/7/2020

 
Picture
Right from early call-routing systems, to interactive voice response (IVR) systems are widely used by call centers today. Call centers have always led the way in the adoption of technological innovation. Now, AI is the latest innovation being adopted by call centers worldwide. And it has already started to revolutionize the industry.
Traditional call centers have always been dogged by several problems. Customer care reps have to rely on their natural senses to detect changes in customers’ moods. Also, they typically spend most of the call time searching for answers to customers’ questions. And then, there are language and cultural barriers, which are even more apparent in diverse societies like the US and Europe.
Not only do all of these factors hinder efficiency and contribute to making calls last for much longer than necessary, they also erode customer satisfaction, pushing them to consider competitors. Quite a lot of AI tools have been designed to mitigate these factors. While it is impossible to fully enumerate all of them here, we outline some of the most important ones below.

Automated Interactive Tools

Picture
Basic inquiries constitute a high percentage of the volume of call center traffic. Insurers, for example, mostly receive calls about whether or not certain services or damages are insured for. Handling too many of these may leave human agents overwhelmed. Also, it takes valuable time away from more serious inquiries.
​

Natural language processing (NLP) software and Chatbots have been employed by many customer care agencies to deal with these basic questions. They are programmed to recognize specific words to which they can provide adequate replies without human intervention. This greatly reduces the call time, since customers would no longer need to wait long periods to speak to a human agent.

Human-agent Guidance Tools

Like we have said earlier, human agents have to rely on their natural senses to detect changes in customers’ moods. Also, they spend most of the time searching for answers to customers’ questions instead of actually speaking to them. Lots of times, this leaves customers feeling very unsatisfied.
Subscribe to Newsletter
Automated guidance tools help monitor speech and can quickly alert human agents to slight changes in a customer’s cadence and pitch, as well as gestures that may indicate a change in their mood. Also, these tools can identify specific words in a customer’s speech and show predicted answers on the agent’s screen in real-time. This helps to greatly shorten call times.

Interaction Forecast Tools

Picture
Call routing is an integral task at call centers. Usually, customers may have certain specifics relating to their general behavior or the product and service they are purchasing. These sets of customers are usually routed to human agents appropriately trained to handle those situations.
​
AI Interaction forecast tools analyze customers’ history, including the type of questions they ask and the type of words they commonly use. The AI tool then uses this information to forecast the kind of interaction the call is going to be, which may help assign the customer to the most qualified human agent.

Workflow Automation Tools

Significant parts of a customer service agent’s tasks are repetitive. These include follow-up emails, invoices, etc. Workflow automation can be set up using simple if > then protocols to carry out these tasks. These tools can be easily set up by anyone with minimal training.

Choosing the Right AI Product

Picture
​It is worthy of note that human agents will not be replaced by AI in the foreseeable future. Human agents will continue to be required for complicated requests, and emotional intelligence. Advances in AI will only serve to further increase efficiency and productivity. The field of AI technology is still actively expanding. Definitely, there are still many more features and applications to be built.

At NeoSound, we have served and continue to serve many businesses across the US and Europe. However, we haven’t let that slow our R&D process. The NeoSound team continues to research more ways to make customer communication better for our clients.
Picture

More

Picture
How Your Call Center Can Survive The Coronavirus Crisis 
Nearly 100 people were infected with coronavirus in a Seoul call center, forming the biggest COVID-19 cluster to date in Seoul, South Korea.Call centers are literally a hotspot for infectious outbreaks because they typically have large numbers of people on a single floor.
Picture
The Way To Maintain Customer Communication Standards
Don’t you feel it’s difficult to uphold 100% employee compliance with customer communication standards? You’ve mandated that every employee receives compliance training, and you’ve clearly written the standards in your company policy. But customer service incidents still happen. Data privacy breaches still happen.


Comments are closed.

    Archives

    April 2021
    February 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    December 2019

    Categories

    All
    Call Center Business
    Cold Calls
    Communication Standards
    Compliance
    Coronavirus
    Customer Experience
    Data Classification
    Governance
    Home Office
    Human Emotions
    Increase Sales
    Quality Assurance
    Quality Management
    Remote Working
    Silence
    Speech Analytics
    Tools And Technologies
    Use Case

    RSS Feed

Picture
Turn calls into revenue!
NeoSound Intelligence B.V. is an ​AI tech company providing call centres with speech analytics solutions.​
  • Home
  • Solutions & Features​
  • Contact
  • Live Demo​​
  • Privacy and Cookies ​
  • Rest API
  • ​SUPPORT UKRAINE
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
The Netherlands
[email protected]
‭+31 70 700 6169​​​​ 
Picture
Turn emotions into revenues!
NeoSound Intelligence B.V. is een AI-tech bedrijf dat call centers voorziet van oplossingen voor spraakanalyse.
NAVIGEREN
  • Home
  • Oplossingen​
  • Contacteer Ons
  • Live ​​Demo
  • Privacy and Cookies ​
  • Rest API
  • STEUN OEKRANE
CONTACT
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
Nederland
[email protected]
‭+31 70 700 6169​​​​ 
Picture
Anrufe in Umsätze umwandeln!

NeoSound Intelligence ist ein KI-Technologieunternehmen, das  Sprachanalyselösungen anbietet.​

NAVIGIEREN
  • Home
  • Lösungen​
  • Kontakt​​
  • Impressum​
  • Datenschutz
  • Live-Demo
  • Rest API
  • UKRAINE UNTERSTÜTZEN
KONTAKT
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
Die Niederlande
[email protected]
‭+49 170 2070430​​​
Picture
¡Convierta las llamadas en ingresos!
NeoSound Intelligence es una empresa de tecnología de Inteligencia Artificial que proporciona a los centros de llamadas soluciones de análisis de voz.
NAVEGACIÓN
  • Inicio
  • Soluciones​
  • Contacto
  • Privacy policy
  • Demo Gratis
  • Rest API
  • APOYO A UCRANIA
CONTACTO
NeoSound Intelligence B.V.
John M. Keynesplein 12
1066EP Amsterdam 
Los Países Bajos.
Picture
© 2020 ​NeoSound Intelligence 
Alle rechten voorbehouden.
Todos los derechos reservados.
Alle Rechte vorbehalten.​
All rights reserved.
  • Home
  • Home
  • Home
  • Inicio
  • Solutions
  • Oplossingen
  • Lösungen
  • Soluciones
  • Contact
  • Contacteer Ons
  • Kontakt
  • Contacto
  • Blog
  • Arrange Demo
  • SUPPORT UKRAINE