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Best Call Center AI Solutions with Transcription Analysis

Best Call Center AI Solutions with Transcription Analysis
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We are in an era where the words "artificial intelligence" are on the lips of almost every leading company today. For both sales and support departments, AI technology is being used to help better understand customers and prospects. AI is especially useful when it comes to automating routine employee tasks in customer-facing departments with a heavy workload, like call centers.

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So, what exactly is call center AI? It's a category that includes several different technologies to streamline and optimize business processes. One such technology, call center transcription, brings a host of benefits to customer service representatives.

In this article we share information that will help you better understand how call center AI technologies like call center transcription software will bring us into the future of business.

How can artificial intelligence be used to improve customer service?

The goal of using artificial intelligence for customer service is to expand the department's capacity to serve as many customers as possible while still providing excellent service.

These improvements are possible thanks to conversation analysis, which provides insight into customer emotions during interactions, including the key moments that trigger strong reactions. Sounds a bit futuristic, doesn't it? Well, surely you have already interacted with technology powered by conversation analysis without knowing it. Siri and Alexa are two common examples.

Another example of artificial intelligence are chatbots, tools capable of easily integrating with other systems that help find answers or share contact information, among other things. These AI applications add value to your company's inbound call center software, optimizing productivity and improving the quality of the team.

Over time, after sufficient analysis of users' questions and answers, AI models identify the most accurate answers. Moreover, this type of intelligence never stops learning, which means that they will continually improve the quality of their information.

What kind of AI-based tools would you use for customer service?

When it comes to AI for business, there are certain sectors for which AI is best suited. Among them is AI customer service, which includes several possibilities. Here are just a few examples:

  • Sentiment analysis tools. Sentiment analysis tools surface insights from customer interactions to improve the customer experience. This information includes sentiment analysis of the speaker, which identifies their emotions and at what moments any significant emotional shifts occur. 

    Additionally, each customer service representative will receive personalized advice based on KPIs like number of monologues and speaking turns. The representatives will then receive recommendations on their speaking speed and number of interruptions. Sentiment analysis is often folded into sales enablement tools, which provide a multitude of complementary functions, like call transcription.
  • Call transcription. Call transcription provides a catalog of your calls that, with tools like Empower by Ringover, are easily searchable. Customer service representatives will easily be able to find specific information, saving time during post-call tasks like writing up reports. When it comes to training new hires, having call transcriptions on hand makes the process a cinch. Empower by Ringover even allows for call translation for commonly used languages like French, English, and Spanish.
  • Chatbots. One of the most well-known AI-based tools for improving customer service are chatbots. While chatbots are very similar to live chat with a customer service representative, artificial intelligence responds to the customer. One of the biggest drawbacks of live chat was the wait for a response. Customers had to bide their time until an agent was available. With chatbots, that's not the case. Customers receive responses immediately, so your customers don't become disinterested and abandon the buying process.

Can AI replace call center agents?

Beyond the functionalities like sentiment analysis and call transcription, which help customer service representatives improve their performance, AI can handle certain aspects of customer service calls.

One of the most common ways AI customer service is integrated into call centers is interactive voice response (IVR). IVR is an automated voice menu which allows customers to access information or departments depending on their needs. If a company has numerous calls with questions about things like their hours, eligibility, or bank information, an AI-powered IVR can be very useful.

But there are definitely limits to the technology still. When it comes to handling more complex questions or exceptional cases, there's nothing like a human touch.

What software is used for call center ai?

There are numerous softwares on the market and many of them can be considered artificial intelligence applications for customer service that help improve your relationship with the users that interact with your company.

Here are the 8 most popular platforms currently on the market:

  1. Empower by Ringover
  2. Dialpad
  3. Calabrio
  4. Talkdesk
  5. Cloudtalk
  6. NextOS
  7. CallHippo
  8. CallTools

Start your free trial with Ringover now and discover how an AI-powered sales enablement tool can boost your call center's performance.

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