Why Voice Data is the Overlooked Secret Sauce to Improving your Customer Experience (And how to use it)
It’s starting to become clear, that the world’s most valuable resource is no longer oil, but data. Specifically voice data, the overlooked secret sauce. A survey carried out by Red Box found that 95% of C-suite executives, IT management employees and CIOs said that voice was valuable to their organisation.
The data spans many areas where other forms of data cannot. Capturing sentiment, intent, context and emotion. There’s so much value in voice, so why isn’t your company using it?
It’s ironic; in a world that wants to be connected digital transformation takes centre stage and voice gets lost in the digital noise. The importance of chatbots, AI and social media are emphasised to us left, right and centre and yet we forget the importance of voice. It’s key to connecting your business and adopting an ethos of Workplace Modernisation. At our Convergence Summit this year, we’re helping businesses implement only the technology they need, partly by helping them to rediscover their voice.
Voice holds the key to drastically improving your customer’s experience. That’s why in this article we’ll discuss how you can capture voice data and leverage it to improve the customer experience.
There’s no better place to collect voice data than the humble telephone
Voice to voice human interaction is still the most effective and efficient form of communication. It’s the most instant gratification your customer can have. Not only that but it’s also the easiest and most accessible place for your business to start to utilise voice data.
Humans all have an emotional intelligence, meaning that the phone is the best place to start to understand the why’s behind a customer’s sentiment. It’s all about showing some emotion.
To be able to tap into your customer’s psyche, you need to be able to record your calls with them. Red Box and ComputerTel both offer comprehensive call recording solutions that make it easy to listen back to past customer telephone conversations.
By analysing the conversations that are taking place between your customers and employees, your business can begin to understand how the customer experience can be improved. Staff can be trained to respond appropriately to customers and their situations, call queues will be reduced and you can start to develop a brand for how your business works on the telephone.
Natural Language Processing (NLP) to help you analyse
NLP is a form of Artificial Intelligence (AI), that analyses human language. At its core the technology helps machines to understand and even communicate with human speech.
Though it’s only a very recent technology, NLP is already making an impact with conversation analytics. The Machine Learning (ML) element of NLP means that it’s constantly acquiring knowledge. Together, ML and NLP are able to recognise patterns that appear in audio.
NLP tools available will listen to your business calls and transcribe the conversation, determine who’s speaking (the caller vs the agent), spot and tag specific phrases along with frequently noticed keywords and qualify a call as a lead or not.
From this your business is able to conclude key problem areas of focus. Enabling you to tackle any customer service, billing and technical issues that are hindering the customer’s experience. It’s also insightful for identifying key areas of interest for marketing campaigns and where your business is doing well in comparison to your competitors.
Micro Services with Alexa
Red Box say that the future of business would be voice and AI led. And, it’s certainly looking that way, with NLP coming to the forefront and indeed Alexa.
She’s been around for a while but there’s definitely been a rise in the amount of ways you can utilise voice assistants in enterprise like Amazon’s Alexa. Gartner predicts that by 2020, 30% of our interactions with technology will be through conversation with smart machines.
Britannic’s Micro Services have been developed with customer experience enhancement in mind. Teaming Alexa with Robotic Process Automation (RPA), they are designed to enable your business to adopt smart assistants in your enterprise. Helping you to automate simple tasks and processes with your voice.
For example, booking a taxi for your clients visiting the office can be made easy. Simply ask Alexa; RPA will confirm the time, location and destination with the taxi company. This technology can be applied to many different areas of your business to enhance your customer’s experience, reduce costs and save time.
Don’t overlook the sauce!
It’s time to start unlocking the power of voice within your organisation. The data you need to enhance your customer experience can be at your fingertips.