How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction?

How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction_

Banking is one of the most competitive industry verticals. There are so many banks, including private banks that are trying to attract customers to use their services and banking products. Thus, unlike traditional times when customers used to use services from specific government banks only, now customer experience and satisfaction have become vital. This is the reason each bank has put a customer care department within the bank using skilled banking agents and the best call center solution. There are multiple other banking communication solutions available other than the call center software that can help improve customer satisfaction for a bank. AI voice analysis tool for banks is one of the tools like that.

What is an AI voice analysis tool?

This tool is also referred to as an AI call center solution because it is an artificial intelligence-drive module that can be integrated into the call center solution.

The AI voice analysis tool for banks analyzes each call for quality based on predefined parameters such as:

  • Usage of positive words
  • Tone of voice
  • Emotions in the voice
  • Silence in the conversation
  • Verbose minutes of conversation
  • And more

Based on these parameters, it gives an overall score along with scoring each individual parameter.

How does an AI voice analysis help banks to boost client satisfaction?

This quality assurance tool can boost client satisfaction in multiple ways. Let’s check how.

1. It checks each and every call for quality

Unlike a manual analysis system, in which the manager checks only some random calls, the AI call center solution will analyze each call for quality assurance. This tool will ensure that none of the quality of service-related mistakes are overlooked. Thus, it helps in taking care of each client and the experience delivered to him or her to improve overall and individual banking customer experience.

2. It highlights unspoken signs of client experience

It is easy to decode a client’s frustration when he or she gets angry and shouts at a banking executive, but it is difficult to decode whether a customer is happy, sad, or upset with the banking services if he or she is not using those kinds of words in his conversation. The AI voice analysis tool for banks can analyze the tone and emotions in the voice to highlight when a client was upset or disappointed with the answer of the banking agent. This helps in improving conversation style and decoding unspoken emotions of clients to deliver better customer service.

3. Improve training

Agents handle banking clients, so they must be trained for rectifying their mistakes. The AI voice analysis tool provides details on individual mistakes. This helps in training agents based on specific mistakes they might be making during a call. This helps in improving the customer care standards in banks and boosts client satisfaction.

If you are interested in exploring more about a banking call center solution and AI voice analysis for banks to boost customer satisfaction, we can help you. Contact us to initiate the conversation.


Deliver Empathetic Customer Service with AI Voice Analysis

Deliver Empathetic Customer Service with AI Voice Analysis

Empathetic customer service can give an upper hand to your business as that is what customers are looking for. A majority of businesses are focusing on mechanical customer experience to focus on KPIs and their values. But, businesses that focus on building a positive customer relationship by understanding the sentiment of customers can indeed level up their customer care game.

Human intelligence can often help in gauging the sentiments of customers with the clues of body language. But, in the case of customer care centers, they use either telephonic or chat based conversations using an omnichannel call center solution, which would not provide any body language related clues to the agents. Human intuition can be another option to judge the sentiments of clients to deliver an empathetic customer relationship, but in the hustle of call centers, it often makes it difficult for agents to be empathetic and they end up delivering empathetic customer service.  

Artificial Intelligence (AI) driven tools have been benefiting all aspects of businesses, including, helping agents to deliver empathetic customer service. The AI voice analysis tool is made available by the top call center software providers like Elision. This tool can be integrated into the call center solution and it will work as one of the modules of that call center software.

The AI voice analysis tool shows multiple key performance indicators (KPIs) and it also shows the sentiments of customers and agents both. The great advantage of this tool is that it gives an overall score of customer sentiment, plus, it shows a second level graph of the customer sentiments. It also shows a graph of agent sentiments.

This detail can provide concrete data to the supervisors to judge the sentiments and emotions of clients, as well as, agents. The supervisors can use this data to show agents how customer sentiments shift based on their own reactions. This gives more detailed information to agents to understand how clients are reacting to the way they are talking, certain words they are using, the tone they are using, etc. Knowing this information can help agents to be more mindful of their own sentiments, usage of positive words, and empathize with customers to show them they care for their concerns and they are here to help.

On the other hand, the AI call center solution helps supervisors to be more attentive towards defining the right call script to be added to the call center software, using more positive words, highlighting negative words, etc. Supervisors can also define better training for agents to help them deliver empathetic customer services.

In a nutshell, the AI voice analysis tool for call center solutions has several amazing features, which make a difficult job of gauging client sentiments and delivering more empathetic customer service and experience simplified.

We provide AI voice analysis and integration with call center software. We also provide an AI call center solution that has AI voice analysis as an integrated feature. Contact us to book a free demo of this AI tool that can help you level up your customer service game.


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