Discovering how AI can assist with both internal processes and customer service can drive up organisational productivity. Structuring data analytics can provide the insights that businesses need to monitor quality, formulate predictions, and also make crucial decisions, whilst process automation cuts cost and alleviates stress for both customers and employees.
Organisations are utilising data analytics to extract information that can be focused on enhanced decision-making and customer service. Companies can leverage AI to extract data much more systematically in order to determine a number of things, for example, the reason for a customer filing a complaint. Equally, they may use authentic data to predict when customers might churn to a competitor, or what they are most likely to purchase.
Sentient Analytics listens to all the words of every conversation in call centre interactions and immediately interprets them in order to try and solve customer dissatisfaction. Our cloud solution provides businesses with an in-depth analysis of conversations with customers, labelling lexical and audio features so that customer sentiment can be monitored for change throughout their engagement with call agents.
The insights provided by Sentient Analytics can help improve the quality of customer service. It can flag problematic conversations for finding swift solutions, or for training call centre staff. With the chance to review examples of both negative and positive interactions, staff can be trained in emotional awareness and ‘next-step’ actions. Indeed, organisations have delivered training based on data analysed by the tool, with outstanding results. A telecommunications client recorded an improvement of quality of service by 30% within a week of using Sentient Analytics, whilst one retail client recorded a 40% drop in negative staff sentiment.
Insights provided by the cloud solution can also aid with cost saving, and business development. For instance, a Fintech client was able to identify 7% of lost opportunities, and use the information in business planning. They could also identify the reason for repeat calls, and as a result they were then able to reduce 24% of calls through automation.
The automation of simple processes provides companies with numerous benefits. Using AI saves the cost of a manual process, which is favourable to company productivity. It also increases efficiency, which helps both customers and employees. Equally, automating simple processes means that employees are free to deal with more complex situations, such as sensitive requests where emotional-awareness is necessary.
Using advances in machine learning and natural language processing, Sentient Machines have created a bot platform that can redirect and also automate customer interaction where necessary. The bot uses speech and text analytics, and is able to first detect reason for call and then, depending on the type or complexity of the call, either reroute to a human agent or carry out the conversation itself. The chatbot is able to complete the conversation without human aid for a simple transaction, such as updating account details or paying a bill for example.
A bot can speed up processes and deliver systematic results. Our Fintech customer is estimated to achieve a further call cost reduction of 45% through using Sentient Automate. They were able to automate security checks, repetitive calls, and calls concerning process queries. Our retail client achieved a further call cost reduction of 48%, whilst our telecommunications client has been able to start planning for 24/7 customer support, to further enhance their customer service.
If you want to learn more about Sentient Analytics and Sentient Automate, and how they can transform your customer service, please write to us at hello at sentientmachines.tech