for a job well done. But you’ll hear every form of complaint and expletive from customers, especially today. The frontline agent is often a punching bag for the customer, whose discontent should be aimed directly at the company and its service issues — not the call center employee.” All the while, most company leaders can agree that customer service can make or break a business. According to Gladly’s 2020 Customer Expectations Report, 84 percent of consumers are willing to go out of their way to support a business that provides “great” customer service experiences. This should make delivering excellent service the top priority for any contact center. In turn, it’s no wonder organizations look to alleviate the stress on their human call center agents by investing in tools and technology that can intervene. Much of the spending targeted for the contact center in today’s workforce follows the trend of using conversation intelligence, which provides a boost to employees handling each call, the managers supervising those employees and the businesses that rely on their call centers, according to Observe.AI’s most recent state of the contact center study. Conversation intelligence is software that uses artificial intelligence (AI) to analyze speech or text to identify data-driven insights from conversations between agents and customers. Conversation analytics extract usable data from human speech and conversation using natural language processing to allow computers to “understand” speech and artificial AI to extract and organize data from it. For the algorithm to analyze speech, a customer interaction is recorded then transcribed by the natural language processing so the AI can read it, identify patterns and classify the data as the user prescribes. The AI works behind the scenes to aggregate information about each customer and can identify and predict behavior by studying inflections and tone of voice to determine if a customer is upset or agitated, explained Upstack managing director Angie Tocco, in a blog post. This allows the solution to make recommendations regarding how to respond to mitigate negative emotions. The information is presented to the agent to handle the customer’s issues faster and more accurately. “Besides correcting mistakes and saving time and money, there’s no negative impact on the conversational flow,” Tocco wrote. “This recall feature equips contact centers to transmit correct and relevant messages to enhance the customer experience further.” What business initiatives drove your organization to adopt conversation intelligence? Keeping up with technology changes 56% Providing better, more personalized coaching to customer support agents 51% Staying competitive 48% Improving cost effectiveness 46% Gaining insights to drive stronger revenue growth 42% Providing better, more personalized coaching to salespeople 41% Adding new channels to omnichannel strategy 38% Strengthening agent performance improvement programs 33% Measuring and improving quality assurance programs 29% Monitoring for compliance and/or customer information 15% Source: Obser ve.AI Types of Services Sold by MSPs Source: CompTIA, 2022 How has your business benefitted from conversation intelligence? Source: Observe.AI agree or strongly agree it has created more transparency in their contact center Strongly agree Agree Not sure Disagree Strongly Disagree agree or strongly agree it has enabled better agent coaching agree or strongly agree it has helped improve agent performance programs agree or strongly agree it has helped improve their ability to engage with customers agree or strongly agree it has helped them assign agents to the right tasks agree or strongly agree it has helped bring down overall operating costs agree or strongly agree it has helped improve their products or services agree or strongly agree it has helped them make strategic business decisions 019-2025 Network services Business services Helpdesk/IT support services Cloud services Storage services Desktop/remote work services Cybersecurity services Internet of things Backup and recovery services Application/SaaS services Telecom/Videoconferencing Print services 57% 59% 57% 55% 54% 52% 50% 50% 49% 46% 31% 23% 96% 94% 89% 89% 91% 87% 90% 92% 57 JULY - AUGUST 2022 | CHANNELV ISION
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