eAlicia Business Case: Speech Analytics with AI in quality audits. Transition from manual to automated model

eAlicia Business Case: Speech Analytics with AI in quality audits. Transition from manual to automated model

With this reading our aim is to share our experience and the advantages of refocusing manual quality audits towards automated audits with eAlicia Speech Analytics technology using generative AI. That is why in this case study we will focus on the economic impact for the organisation providing the service and on improving the KPIs related to the Customer Experience.

Implementation of eAlicia Speech Analytics with Generative AI in Quality Audits

Background

Our client is in the business of providing customer services in the financial sector. Prior to the implementation of Speech Analytics with AI, the quality audit process was entirely manual, involving the random review of a sample of recorded calls by quality auditors. This method had several limitations:
  1. Low efficiency and low outreach: Manual review was a slow and laborious process, allowing only 5% of total calls to be audited.
  2. Limited accuracy and subjective decisions: Human subjectivity introduced variability in audit results.
  3. Late detection of problems: Identification of emerging issues and trends was slow, affecting the company’s ability to respond.

Objectives set for the Project

The implementation of the eAlicia Speech Analytics solution with AI had the following objectives:

  1. Increase audit coverage: Evaluate 25% of telephone interactions; a much more representative sample for more confident decision-making.
  2. Improve accuracy: Reduce subjectivity and increase consistency in quality assessments.
  3. Identify problems in an agile way: Detect recurring and emerging problems quickly and take immediate action.
  4. Impact customer satisfaction positively: Use the insights gained to optimise processes and improve the customer experience.

Proposed Solution

The proposed solution involved the implementation of eAlicia Speech Analytics with generative AI, which was incorporated into the service:

  • Automatic transcriptions: Convert phone calls into text with high accuracy.
  • Sentiment analysis (SAS): Assess the emotional tone of interactions and catalogue them.
  • Detect keywords for our client: Identify topics and keywords relevant to our client and their quality audits.
  • Customised reporting: Create automatic reports on quality metrics and trends detected that are aligned with strategic quality plans.

Benefits / Expectations of our client

  1. Expand audit coverage: Increase the current analysis of calls by 5 (25% of the total) to ensure that all problem areas are detected and addressed. Pursue a more representative sample.
  2. Increase accuracy in fieldwork: Generative AI reduces human variability, providing more consistent, accurate and unbiased assessments.
  3. Improve efficiency: Automating the audit process frees up time and resources, allowing quality personnel to leave those functions to become expert calibrators with higher value-added tasks.
  4. Increase customer satisfaction: Insights derived from the analysis would be used to better train service staff, improve internal processes and, as a main objective, increase customer satisfaction.

Results obtained

After implementing the eAlicia Speech Analytics solution with generative AI, our client achieved the following results:

  1. Five times the previous sample of quality audits: 25% of calls were audited, providing a complete picture of performance and potential problems previously missed with the 5% audited manually.
  2. Improved service quality: Recurring problems were quickly identified and corrected, improving service quality and customer perception.
  3. Cost efficiency: The automation of the audit process, with the same investment for our client, made it possible to multiply the sample to be analysed by a factor of 5, with all the benefits that this entails. If we had not wanted to multiply the audited sample by a factor of five, the costs would obviously have been much lower than with manual audits.
  4. Increased customer satisfaction: 15% increase due to improvements in service quality and faster problem resolution. In addition, service perception was improved thanks to the continuous improvement levers incorporated in the quality strategy.

Increasing KPIs

  1. Audit coverage: Increase from 5 to 20% of the audited sample.
  2. Audit accuracy: 20% improvement in the consistency of assessments.
  3. Problem detection time: 45% reduction in the average time to detect recurring problems by identifying a greater number of problems due to the increase in the sample to be audited.
  4. Operational cost efficiency: The audited sample was increased by a factor of five with the same investment in manual audits.
  5. Customer satisfaction: 14% increase in CSAT.

Conclusions

The transition from manual to automated quality audits (with the same investment) using the eAlicia Speech Analytics solution with generative AI has been highly beneficial for our client. Not only has it improved efficiency, increased sampling and accuracy of the audit process, but it has also enabled a faster response to the client’s needs, resulting in a significant improvement in CSAT.

Therefore, it seems that the transition is more than justified.

Autor: Alberto Expósito Medina

Request Information Now!

*Campos obligatorios

5 secrets to improve your customer service

THE IMPORTANCE OF IMPROVING THE CUSTOMER EXPERIENCE

What is the most important thing you can do to improve your relationship with your customers? The answer is very obvious and also very ignored: improve customer service or customer service. No matter how great your product is or how talented your staff is, one of the things customers remember most is the direct interaction they have with your company.

What is customer service?

Customer service refers to all actions implemented for customers before, during and after the purchase. Also known as customer service, it is done to fulfill the satisfaction of a product or service.

This term refers to the way in which a company relates to its customers and covers all activities related to its reception, the presentation of a product, the closing of a sale, the guarantee or the response to possible problems or claims. As long as there is a direct deal with a customer, we are talking about customer service. It is the service experience received in its entirety.

Although this is the basic definition, the fact is that the concept has far more implications for the company as a whole. In recent years, the term “customer experience” (CX) has become fashionable, emphasizing the entire journey of the user and creating a unique experience in their relationship with the company. Many companies around the world are striving to improve that experience to consolidate their reputation, increase user loyalty and boost sales.

Wanting to put the customer at the center of your business sounds easy, but it’s a lot more complicated than it looks. In eAlicia we are experts in creating positive customer experiences and here we show you some steps to achieve it:

1 – Show that the customer is important
2 – Establish fast and friendly customer service processes
3 – Hire professionals who care about the customer
4 – Use new technologies
5 – Measure, measure and measure again.

With eAlicia CX you have a powerful tool to know what are the opinions of your brand or company. If you want to know what are the strengths and weaknesses of your customer service, you have no choice but to measure, measure and measure again and with eAlicia software we make it easy for you. Measuring your service will help you realize the importance of users and the huge impact they have on your organization.

To do this, it analyzes basic indicators such as the Net Promoter Score (NPS or recommendation ratio), uses the mystery client technique (mystery shopping) and measures the number of claims, the average waiting time, the number of interactions needed to solve a problem and all key performance indicators.

With eAlicia you can discover the customer perception of your company, know all the negative experiences, positive experiences and all the needs of your customers to create a customer journey map and improve the customer service experience in a fast and easy way. To get a good customer experience your best option is to train in it and in eAlicia we can help you! Many people think that customer service is “natural” or “normal”.

After all, we all deal with people in our day-to-day lives. But this attitude is a big mistake that can cost your company millions of dollars. From the eAlicia Platform you can take courses in Customer Service whenever you want.

With eAlicia CX make your customers be followers of your brand!!