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Voicesense, a provider of voice-based predictive analytics solutions, announced that it has added predictive analytics to its call center offering. In this new version, Voicesense provides call center operators with an automated framework for predicting the behaviors of customers and agents during live operations.
For each voice-based customer interaction in the call center, Voicesense technology builds an AI-driven personal profile for each customer and predictive score for that customer’s potential behaviors. This methodology is created by analyzing over 200 prosodic parameters of a person’s speech, which includes the non-content features of speech, such as intonation, pace, and emphasis.
For outbound call center activities, the Voicesense application provides marketing and sales agents with immediate go/no-go indications regarding each customer’s purchase probability. This allows sales team to focus on those interactions with high revenue-generating potential. For each customer, the application also provides the agent with guidance on sales approaches based on the customer’s individual buying preferences, such as focusing on pricing, product strengths, or brand quality.
During inbound call center operations, the system provides real-time indicators of customers that are dissatisfied and at risk of churning. These indicators can be leveraged by agents and managers to initiate retention activities. The application also provides predictions for a customer’s loyalty style, such as tendencies for long term value or inclinations for short term promotions. This leads to huge opportunities for sales agents to identify more matching sales opportunities and to tailor personalized offers.
“Until now, the speech analytics technologies used in call centers environments [have] revolve[d] around emotion detection and have limited applications to support sales activities, while most predictive analytics approaches are not applicable to call center operations as they typically rely on historical data and offline analysis,” explains Yoav Degani, Chief Executive Officer of Voicesense. “We have strong expectations that the initial PoC trials that are currently underway at a number of call centers in the telco and financial service sectors will lead to impressive results and wider demand.”
The Voicesense application can be fully integrated on premise or through an API to the cloud with an organization’s other systems used in its call center operations, such as CRM, business intelligence, and other internal systems. This new version also provides a framework for monitoring all customer interactions and evaluating the overall call center performance. In addition, it tracks agent burnout and identifies individual agents that are at risk of attrition, helping managers make proactive decisions to reduce agent turnover.
In a not-so-far future, voice artificial intelligent is going to help change the way brands do business with their customers. The method adds more convenience to buyers’ journeys and contributes to how sales agents leverage data for tailored customer service.
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