In today’s digital age, Artificial Intelligence (AI) is transforming numerous sectors, such as the contact center, and one of the most impacted areas is the quality of conversation analysis, or “Speech Analytics“.
This technology is being used to improve quality audits in contact centers, replacing traditional manual processes with more efficient and accurate solutions.
Next, we’ll explore what AI-powered Speech Analytics is and its benefits compared to manual or traditional quality audits.
What is AI Speech Analytics?
AI Speech Analytics uses advanced Artificial Intelligence algorithms to process voice-to-text transcriptions, providing machine learning for the AI itself in the audited service.
Its goal is to analyze large volumes of phone conversations, transcripts, and other types of verbal communication in real time or on command.
This technology allows for the extraction of meaningful data and patterns from customer interactions, providing valuable information for service decision-making and continuous improvement in quality strategies.
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Benefits of Speech Analytics with AI vs. Manual Audits
Efficiency and Scalability
Manual audits are laborious processes that require significant time and human resources. A team of auditors can review only a percentage of calls made, which completely limits the overall view of customer service.
In contrast, technologies such as AI-powered Speech Analytics can automatically analyze all calls, regardless of their volume, enabling continuous and scalable evaluation of agent performance.
Precision and Homogeneity
Manual audits can be subject to human error and bias, which can result in inconsistent evaluations. AI, on the other hand, applies uniform and accurate criteria to all interactions, ensuring greater objectivity and consistency in evaluations.
This ensures that all agents are measured by the same standards, providing a fair basis for their development, training, and individual goals.
Identification of Patterns and Trends
Human auditors typically detect individual or specific issues in each transcript, but it’s more difficult to group patterns and trends. However, AI has the ability to identify these across hundreds and thousands of interactions, reporting relevant statistics.
This allows organizations to more effectively identify systemic problems, recurring customer needs, and areas for improvement for their products, services, or simply the process.
Improving Customer Experience
With real-time conversation analysis through Speech Analytics, companies can immediately intervene to resolve critical issues caused by poor customer service, directly impacting improved customer satisfaction or NPS.
Additionally, by having a more complete and accurate view of interactions, companies can design more effective strategies to proactively personalize and improve the customer experience.
Compliance and Risk Reduction
Manual audits can miss certain regulatory compliance issues and pose potential risks due to their limited review capabilities. AI-powered Speech Analytics can automatically monitor conversations for keywords or critical phrases and specific phrases related to regulatory compliance, significantly reducing the risk of potential fines and penalties.
In addition, as with eAlicia Speech Analytics, it can also alert supervisors about potential behavior outside of service policy.
Feedback, Personalized Training and Performance
AI can provide detailed and personalized feedback to each agent based on their specific interactions. This allows for the design of more effective training programs focused on each employee’s individual needs or skills. This directly impacts their performance and efficiency, and indirectly impacts the quality of the service offered.
Conclusions from eAlicia's Speech Analytics
AI-powered Speech Analytics not only offers a more efficient and accurate alternative to manual quality audits, but also provides a number of additional benefits that can significantly transform customer service management and quality.
By adopting this technology, companies can not only improve their operational efficiency but also offer a better customer experience, ensure regulatory compliance, and reduce risks.
Using the example of one of our recent projects for a client in the financial sector, we managed to increase the sample size automatically analyzed using eAlicia Speech Analytics fivefold with the same investment allocated for manual audits.
And not only did we increase efficiency, but we also improved audit accuracy by 20%, reduced the average time to detect issues by 45%, and increased CSAT by approximately 14%.
But it’s no less important to add that this technology cannot currently operate autonomously. And this is one of the biggest failures when incorporating this technology into services. We allocate more investment to infrastructure than to the resources that must keep it reliable. In other words, this technology requires qualified personnel to set it up, train it, and calibrate it.
That’s why at eAlicia we reengineer these processes, converting manual audits into automated audits; and that’s why one of our goals in this process is to transform quality auditors into expert calibrators.
Our experience with this type of project has shown us that their tasks are now more skilled, with greater impact and added value; and it goes without saying that they are vital to the proper functioning of this technology.
In short, the transition to AI-based solutions represents a strategic opportunity for any organization seeking to remain competitive in today’s market; but the most important thing is to know that if you decide to take this step in your company, you must be well accompanied by an experienced and up-to-date partner.
Because this technology isn’t about acquiring it, which is relatively easy, but rather knowing how to implement and leverage it in your business…
Author: Alberto Expósito Medina
