In the digital world, customer service is becoming increasingly dependent on conversations. Whether it is a consumer calling the brand or vice versa, the conversations invariably yield a great deal of information. These conversations reveal what is communicated by whom and what impact it makes on customer satisfaction, sales conversions, referrals and customer retention. In the wake of the pandemic, digital communication has grown in leaps and bounds as conventional conversations have dried up. Therefore, as a brand, it is important for you to identify the intent behind these conversations to improve customer satisfaction.
What is Conversation Analytics?
Conversation analytics is the process of analyzing and extracting insights from conversational data such as call recordings, chat logs, and emails. It involves using natural language processing (NLP) and machine learning algorithms to automatically identify trends, patterns, and sentiment in conversations. By analyzing this data, businesses can gain valuable insights into their customers’ needs and preferences, as well as identify areas for improvement in their customer service and sales processes. Conversation analytics can help businesses make data-driven decisions that can improve customer satisfaction and drive revenue growth.
Each conversation that takes place through voice, email, chat and social media contains invaluable insights or ‘intent’ which can now be identified through advanced Conversational AI platforms such as Mihup Conversation Intelligence Platform.
Mihup Conversation Intelligence platform is a holistic platform for all customer interactions across multiple channels. It works on a real-time basis as the conversation or live chat progresses. This cutting-edge platform has brought to the fore incredible possibilities and benefits for the customer satisfaction domain.
Just imagine the transformation brought about by such technology. Each and every conversation is analyzed by the system, and the AI component smartly detects and evaluates emotions such as delight, disappointment, anger and restlessness etc. The automated speech-to-text tool delivers real-time transcription of the call. All these components combine to provide quick identification of customer intent. The agents can get recommendations on their screen to further improvise the conversation or to upsell/cross-sell products and services. This kind of sophisticated intent identification holds the key to customer delight and retention.
Meaning of Intent Identification: Through analysis of a conversation, the AI smartly classifies each conversation into different intent segments such as ‘purchase’, ‘technical issue’, ‘upgrade’, ‘subscribe’, and ‘unsubscribe’ and helps determine the nature of customer queries in an automated manner. It is obvious that each customer conversation has a purpose or intent. Mihup Agent Assist helps businesses identify that intent quickly and accurately. This leads to superior customer retention, sales conversion, customer loyalty and even referrals.
Benefits of intent identification:
Mihup Agent Assist empowers businesses to improve performance in areas like sales, customer service and collections. It can be easily deployed on the cloud or on-premises to address the data security concerns and policies of client organizations. Mihup Agent Assist is the best-in-class Mixed Language Speech Recognition Engine, and it is optimized for Indian vernacular as well as global languages and their dialects. It can analyze conversations across tones and accents to deliver precise insights. It also has a Sentiment Analysis ability which can help identify customer sentiments based on evaluation of the rate of speech, silence, tone and voice energy etc.
Through the revolutionary intent identification capabilities of Mihup Agent Assist, organizations can swiftly train their agents and ensure that they get real-time insights to steer any conversation towards the desired outcome, such as sales, collection or customer query resolution quickly.
It is time to harness the power of Speech Analytics through Mihup Agent Assist!
Conclusion
In today’s competitive business landscape, providing exceptional customer experience has become a top priority for businesses. By using conversation analytics, businesses can gain valuable insights into their customers’ needs and preferences, identify areas for improvement in their customer service and sales processes, and measure customer satisfaction. Armed with this information, businesses can make data-driven decisions that can improve customer satisfaction and drive revenue growth. As such, conversation analytics has become an essential tool for businesses looking to stay ahead of the competition and provide exceptional customer experiences
