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.

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How Can Elision Improve Communication in the Banking Industry?

Elision Improve Banking Communication for Banks

The banking industry needs to make a secure and intelligent connection with clients to retain them and constantly improve the customer experience with reliable banking communication. To improve intelligent customer engagement, banks need the best communication solutions, too.

We, Elision, have developed a wide range of banking communication solutions that can help banks make an engaging connection with clients. These tools can help in improving customer experience by bridging the gap between communication and intelligent engagement.

Let us share how it happens, but before that, here is a quick brief of our banking communication solutions.

1. Omnichannel contact center solution

It is specifically designed for banks with custom features to help in handling emergency and premium banking services with a more professional approach along with handling common banking queries of clients and prospects.

2. IP PBX solution

Internal team collaboration in a bank is as important as handling customer engagement and concerns. The banking IP PBX solution helps in consolidating internal communication, plus, ensuring productive and fair usage of resources.

Now, let’s explore how our banking communication tools improve communication in the banking industry.

1. PCI and TRAI compliance adherence

PCI and TRAI compliances are set protocols by the government in India for keeping customer data and sensitive information protected while it gets exchanged over communication lines, which can be intercepted. The call center solution for banks and other banking communication tools makes sure these compliances are followed rigorously. The team of Elision can even implement other legislation or security compliances in the banking communication software solutions depending on the need of a bank. This not only keeps customer data protected and follows the legislation, but it also builds a positive and trustworthy brand.

2. Engage banking clients

Elision has developed the best banking call center solution that can engage clients even when banking executives are unavailable to handle calls. It makes sure that customers don’t hear unreachable or busy tones rather it engages clients with soothing music on hold. It also provides communication options like blocking a card with hot marking or connecting a client to a banking agent that can resolve the concern in the first attempt. The omnichannel contact center solution for banks developed by Elision helps in engaging clients by delivering an exceptional customer experience.

3. It helps in maximizing resource utilization

The banking communication tool such as IP PBX solution and call center solution manages better resource utilization. It makes sure that all calls and conversations are recorded and can be monitored in real-time. It helps in ensuring that each team member uses communication tools productively. All customers are managed professionally. There are multiple other ways, these tools help in boosting resource utilization.

In a nutshell, painstakingly developed features of the banking solutions help in monitoring customer experience, banking staff productivity, and fair usage of telecommunication resources. This contributes to the improved communication and customer experience in banks. It also boosts the performance of banking staff.

If you are interested in knowing more about these unified communication tools for banks and booking a demo for these tools, contact us.

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Elision Tools for Video KYC in Banking and Fintech Industry

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We, Elision Technologies Pvt. Ltd, have been catering to different industry verticals with our feature-rich tools. In this blog, we will share how some of our tools help the banking and Fintech industries.

We have been offering different solutions and tools to the banking industries and each of them is loaded with some amazing features. All features are built to strengthen different operations and departments of any bank and Fintech organization. (more…)

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How Banks Are Transforming Their Collection Processes with Call Center Software?

For many years, the banking industry has started using technology tools as a call center solution. From processing credit card requests to resolving common customer questions, much has been resolved using the call center solution for banks.

Along with meeting day to day operational needs of banks, this software is also useful in optimizing some banking operations and enhancing its results. The debt collection process has been transformed using the call center software for banks. (more…)

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