Deliver Empathetic Customer Service with AI Voice Analysis

Call Center Solution Elison Technologies July 18, 2022

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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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