In this Session with Martin Teasdale at Get Out of Wrap, Morris Pentel looks into the impact of Uncertainty and Confusion and how you can turn them into transformative insights.
Morris will be running a Conversation Engineering Training session as a follow up, if you download the guide we will be in touch with more info.
Sentient Machines CEO & Founder, Dr Danica Damljanovic had the great pleasure of presenting to compliance and business leaders from the world of finance and beyond at 2022’s Global RegTech Summit.
Watch the insightful presentation in full below on the ways in which AI conversational analytics are revolutionising compliance monitoring within contact centres, including real-time identification of vulnerable customers and immediate alerting to high risk procedural errors.
With just 27% of detractors verbally expressing dissatisfaction, this needs to go far beyond mere sentiment listening.
This informal webinar is a discussion of discoveries after analysing millions of customer interactions from enterprise clients including Vodafone, Thames Water, British Gas, and many more.
Andrew Moorhouse (Alitical) and Dr Danica Damljanovic (Sentient Machines) present results from the analysis of ~20,000 live chat conversations, and uncover 11 distinct categories accounting for 94% of the variability in NPS detractors.
No thinly veiled vendor white paper.
No sales pitch.
Just some fascinating data with an awesome bunch of participants.
Highlights:
Why negative vs. positive sentiment analysis is not enough
Predicting NPS by analysing the emotional journey of customers
Premature call closing and its impact on NPS
Without resolution for the customer, apologies just aren't enough
Importance of the use of language in converting detractors to promoters
Why overloading customers with information almost always leads to low NPS
This informal chat was inspired by an off-the-cuff remark Dave made that “Forgiveness is easier than permission”.
It struck Sentient Machines CEO & Founder, Dr Danica Damljanovic, as a deep insight into achieving optimal customer excellence, derived from decades of experience.
During the session Dave and Danica asked:
How do you achieve true excellence and transformation in your call centre when agent performance and QA are often measured subjectively?
How important is employee happiness and does it impact customer churn?
How do you detect hidden trends and opportunities for growth within thousand of conversations?
How do you balance what is right vs. an intransigent process that just ticks boxes with no sentiment?
What role can AI play in achieving optimal call centre excellence with a human face?
Highlights:
The concept of ‘forgiveness over permission’ and its role within call centres
Why mistakes are important part of agent training
Employee happiness and its impact on customer satisfaction
Authentic vs. performative happiness from service desk agents
How to approach the adoption of new technologies within call centres
Dave on his preferred KPIs when it comes to measuring the performance of call centre agents
How COVID-19 has permanently changed call centres
Dave offers a prediction on the future of customer service
Watch the full discussion below:
Context:
Technology such as real-AI speech and emotion analysis analyses real-time customer and employee interactions that allow you to discover urgent customer experience priorities. But the business case for first wave speech analytics solutions have not lived up to their promise:
● Too many contact centres struggle to apply the technology to solve day-to-day operational problems
● Typical behaviour usually sees a wide range of unstructured searches initialised from differing parts of an organisation resulting in little actionable insight
But now the latest generation AI platform from vendors such as Sentient Machines utilise 25 Machine Learning algorithms, each performing a distinctive function so that bespoke implementation costs are reduced and time to deliver results are speeded up.
Objective:
In this webinar you will find out how generating insight alone is not sufficient – it is only when it is applied to drive continuous operational improvements that benefits are realised. Business case benefits fall into two broad categories – those that have a direct financial impact through either operational cost reduction or increased revenue per call; and those that have an indirect financial impact from either future customer life time value or lower future risk.
Whilst from a Customer Experience perspective you want to explore the unknown unknowns as a source of insight, to convince the CFO to invest you first need a methodology and approach that uses the platform to deliver tangible commercial outcomes.
Highlights:
Interaction Analytics: How Much Does it Cost?
Chatbots vs. Interaction Analytics
Boost Sales with Interaction Analytics
Reduce Churn with Interaction Analytics
Identify Competition with Interaction Analytics
Enhance Agent Training and Performance with Interaction Analytics
Optimise QA Team Headcount with Interaction Analytics
Increase Productivity with Interaction Analytics
View the full talk below:
A word that has risen to global awareness since the pandemic struck is empathy. In uncertain times, we instinctively recognise the need to understand how others are feeling.
Emotive CX for Customer Interaction takes this idea further. Not only should we recognise how customers feel in a service or sales interaction, we should also seek to influence how emotive needs are resolved and remembered. Ongoing loyalty depends on it. Especially in times of heightened anxiety.
Brainfood’s Martin Hill-Wilson and Sentient Machines’ Dr Danica Damljanovic will explore how Emotive CX for Customer Interaction works in practice and can be introduced as a contact centre competency. Martin will share the management model he trains organisations to implement and highlight the vital role interaction analytics plays in making this a scalable operational reality.
This is the next generation of use cases for interaction analytics which requires the power of finely tuned AI algorithms to recognise emotive states and the moments that matter in customer service journeys.
Highlights:
Context is Everything
Impact of Emotion Dynamics on CSAT Scores
The Importance of Listening
Vulnerability and Emotion
View the full talk below:
Context:
Even though companies record millions of customer interactions every single day, 80% have no technology in place to analyse it and rely on either manual or one-dimensional methods to measure customer experience.
The root cause issue with this approach is the impact of bias:
● volunteer bias is a significant problem in the world of customer surveys – they test for known events and predefined assumptions
● survivorship bias is the issue where your keep doing what you’ve always done – lacking insight into unknown unknowns and the emerging trends that could soon become urgent customer issues.
Objective:
In this webinar you will find out how to understand what is being said by your customers, so that you can detect emerging trends and highlight non-compliance.
This is relevant to:
● sales contact centres looking for insight into how to drive additional revenue
● service contact centres looking to reduce cost
● and financial services operations looking to reduce risk.
When considering the use of AI technology it is important to recognise that deriving meaning from speech is complex. Speech to text translation and simple word count alone are not enough.
You need to understand the stages of a conversation, and the impact on sentiment throughout the call, in the same way that words spoken by Noel Coward or Shakespeare carry deep meaning. It’s the lambic pentameter regarding the number of syllables and the emphasis placed on them that generates insight.
Highlights:
Overcoming Bias - Tutorial
Understanding Customer Interactions - Tutorial
View the full talk below:
I was proud to be a part of this year's CX Emotion online conference to discuss crafting emotion-centric customer interactions.
Emotion drives human connection. We buy things we desire, not the things we need. We don’t understand our gut feeling, but we know that it is a good idea to follow it. Naturally, emotion also influences our communication.
How often have you been frustrated with lengthy calls to customer service? What kind of skills does the call centre agent need to have in order to calm you down and earn your loyalty back? Is it at all possible to do it through upgrading each agent’s communication skills, or is there another, better way? What is the role of emotion with regard to the quality of communication and outcomes?
In this talk we explored these questions, and the impact of AI to encourage and deliver a positive and emotion-centric approach to customer interactions, and compare it with non-emotional functional ways to communicate. We also explored the way agents speak and how their tone of voice can influence outcomes.
I was also pleased to present the results of a case study from real customer conversations and give an indication of when and how it is most effective to use certain elements of communication skills such as empathy in order to make every conversation matter, leading to exceptional customer service and driving the quality of conversations up by 30%.
Alternatively, listen to highlights from the talk below:
On Wednesday 8th April 2020, I joined Steve Ingram and Shaid Latif FCIPS to discuss how AI analysis of speech and emotion can deliver huge business value. I discussed what the role of AI will be post-pandemic, and how the new normal will bring accelerated transformative changes to the customer experience that will become emotion-centric.
Listen to an excerpt from the talk below:
Or view the full episode:
I was thrilled to take part in The Leadership Network’s Innovation Excellence Masterclass here in London at Google for Startups.
During the short talk, I discussed how and why I first started Sentient Machines, as well as the way in which our technology helps businesses to onboard contact centre agents and continually develop their communicative abilities in order to drive transformative outcomes for both business and customers.
Watch the full talk below:
We have seen a rapid growth of AI-enabled applications in recent years, with breakthroughs in areas from Computer Vision to Speech Processing. Understanding spoken language is one of the most challenging areas of AI, as it involves interpretation of human language which is often ambiguous, but also dependent on many other communication sources such as gesture, previous knowledge, or context.
In this talk, we discussed how AI can be used in practical applications to help people communicate smoothly using natural language. This is especially important in call centres where emotions such as anger or frustration can cause miscommunication and significantly affect agent productivity and customer satisfaction.
Read my blog post inspired by this talk HERE.