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.