Call Centre

Call Centre

Perform automatic speech recognition to transcribe, analyse and provide insights to how users are interacting with your business. We tap into the human element and leverage call data to optimise your operations.

Some key use cases include:

1. Speech recognition

Automatic speech recognition solutions transcribe telephonic conversations into text so that they may be easily searched and organised. More sophisticated systems may split the conversation by speaker, detect emotion as well as analyse the content of the conversation to categorise the type of conversation.

Another way AI is improving call centres is by incorporating smarter interactive voice response to streamline the call and improve the customers experience. This can assist those in the call centres by handling users that have requests that are manageable through simple rule based systems so they can be fully present when taking on the more difficult tasks.

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2. Insight generation

AI that transcribes, conversational flow and monitors the emotional state of both the user and operator can provide valuable insights. Call centre AI solutions allow unstructured data to be used in predictive call routing to match users to specific service agents, compliance & coaching of agents reactions, and generate leads. This system may also be used to optimise call centre operations by identifying top performing agents, provide script changes based on emotional responses and optimise limited agent capacity to better achieve the objectives of the call centre.

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