How Natural Language Processing (NLP) is helping call centers get smart

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30-second summary: Natural Language Processing (NLP) are helping improve workplace efficiency and decrease human capital costs. They are used across a wide range of sectors for both inbound and outbound calls. A n auto attendant can rank and prioritize calls based on urgency. This will occur based around a set of rules established by the call center regarding how calls should be routed. Banks often use NLP’s abilities to answer FAQs for their phone calls – customers provide their questions and based on their response are given a set of canned answers. Once customers voice their concerns, NLP software is able to quickly provide a set of solutions. This cuts down time agents would have spent researching answers, and allows for faster and better service. To create a more personalized experience, NLP technology can be used for call record data analysis in relation to customers. Large numbers of telephone calls and text message data can be automatically organized through NLP. NLP can access and analyze customer feedback from a variety of different channels. This is called sentiment analysis, which can also allow companies to study customer churn rates by analyzing the negative experiences customers face during calls. The technology underpinning call centers is constantly evolving, and as a consumer you’ve no doubt noticed some of these changes. One of the biggest shifts in the industry has been the increasingly widespread use of auto attendants. These auto attendants, powered by algorithms using Natural Language Processing (NLP), automatically direct calls to human operators. They are helping improve workplace efficiency and decrease human capital costs. They are used across a wide range of sectors for both inbound and outbound calls. This is not the only way that NLP is helping call centers get smart. In this article, we’ll focus on how NLP is being used by call centers to increase efficiency and improve customer service. Before we get too far into the article, let’s quickly define NLP. What is NLP Natural Language Processing or NLP is a branch of artificial intelligence . It’s a system that teaches machines to read, understand, and then make reactions using human-like text and speech. Essentially, it allows us to communicate with computers. Source: Clevertap NLP algorithms take advantage of the internet of things (IOT) and power many of our day to day apps. Here are just a few examples of how you are likely to have encountered …

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Understanding the role of voice in martech

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30-second summary: Voice technology is being widely adopted, thanks to the global distribution of voice assistants like Google Assistant, which is installed in over 1 billion devices as of 2020. Improvement in voice recognition accuracy is also helping with widespread adoption of voice technology. Google achieved a 95% accuracy rate for the English language as of March 2017. This is the same threshold for human accuracy. 82% of consumers expect an immediate response on sales or marketing. Voice recognition technology, which enables the immediacy of customer service responses, is addressing this need for many businesses. Voice-enabled tools are increasingly being employed within an organization’s martech stack, to facilitate internal operations. Examples include speech-to-text transcription tools, real-time conversational analysis, and automated call listening/conversational analysis platforms. Voice technology is playing an ever-growing role in a variety of martech applications, from AI-powered transcription tools like Trint to signal-based AI tools like Cogito that …

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Best Call Center Software

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Disclosure: This content is reader-supported, which means if you click on some of our links that we may earn a commission. What would it be like for your business to never miss another call? Nothing scares away new business like hard-to-reach customer service or disorganized sales calls. Adopt the best call center software and you will outfit your teams with the tools they need to communicate effectively. Today, an affordable call center is within reach of any business with an internet connection. Forget about the requirements of a physical office space, infrastructure, or even a business phone system . Modern call center software is all you need to get up and running. You still have the hard work of engaging your customers and clients, but all the heavy lifting associated with maintaining a call center is off your plate. The Top 5 Options For Call Center Software Fi v e9 …

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How Technology Affects Communication

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For better or worse, technology affects communication because it is a part of our everyday lives. It impacts the way we work, entertain ourselves, and stay in touch. You might see the average elementary-aged child with their head buried in a smartphone and tempted to take a gloomy outlook on what technology has done to us. But is it all bad? From a business perspective, you could argue that technology communication is beneficial. With this in mind, here’s a breakdown of everything you need to know about how technology affects communication with customers, plus how to use these developments to your advantage. How Has Technology Affected Communication? Technology communication affects us continuously. As we make technological advances, new trends in communications emerge and often become the norm. Machine learning and artificial intelligence will have a significant impact on how we communicate. Chatbots currently field over 25,000 conversations per month. Furthermore, …

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Best Business Phone Systems

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Disclosure: This content is reader-supported, which means if you click on some of our links that we may earn a commission. Phone communication plays a critical role in today’s business landscape. Practically every business, regardless of size or industry, needs to have a business phone system. This statement holds true for freelancers and single-member LLCs to Fortune 500 enterprises with thousands of employees across multiple locations. There’s just one problem—finding the best option for your business. With hundreds, if not thousands, of choices to consider, narrowing down the top pick for your business can feel like a daunting task. Fortunately, I’ve handled all the heavy lifting for you. After spending countless hours researching and testing different business phone systems, I’ve picked the top six that I can recommend with conviction. The Top 6 Options For Business Phone Systems Ooma Freshcaller Dialpad RingCentral Line2 Intermedia Unite How to Choose the Best …

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Five tools that can help you break free from data paralysis

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30-second summary: Data paralysis is a natural consequence of the marketing technology businesses use daily, but there are tools that can help manage the proliferation of data so that it can be used efficiently and effectively. In this post, we review five tools, each of which help mitigate the data paralysis connected to a specific area of data usage including CRM, lead management, business insights, customer experience, and website traffic/campaign analysis. The tools listed here are examples of the technology that exists to help manage and leverage data. There are many more tools available, so be sure to research solutions that fit within your budget and business type. Data paralysis is a real problem. The proliferation of martech tools and marketing touchpoints has created a wealth of data which, while a boon for businesses, can also present challenges when it comes to data management, analysis, security, and consistency. A 2018 …

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The Best VoIP Phone Services (In-Depth Review)

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Disclosure: This content is reader-supported, which means if you click on some of our links that we may earn a commission. The best VoIP phone services create exceptional customer experiences. And exceptional customer experiences work wonders for your bottom line. Imagine this: a potential customer calls the sales number listed on your website. Six states away, a personal cell phone rings. Your sales person picks it up, answers a few questions, and closes the sale. Within a matter of seconds, that potential customer turns into a paying customer rather than being transferred from employee to employee, wasting their time and testing their patience. With the right VoIP service, you can streamline and automate the customer journey, resulting in more money for less work. Furthermore, these services are easy to set up, easy to use, and most of the leg work happens behind the scenes. But choosing the right service feels …

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5 tips to accelerate your company’s AI implementation

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30-second summary: The potential of artificial intelligence is almost boundless. AI solutions are starting to be introduced by organizations across many industries and fields. A strong starting point for any AI implementation is to get buy-in from company decision-makers. If key stakeholders understand AI’s potential, they’ll properly resource any transition. AI is particularly useful in the field of data analytics. If you are going to join the ‘Big Data’ era, you need robust data governance. There’s no one-size-fits-all approach to AI implementation. You need to explore and test the different tools and solutions available to you. Don’t neglect the human side of your business in seeking AI-driven answers to your problems. Make sure you train staff effectively in all automation or AI tools you introduce. It’s not insider information to know the unmatched potential of company-wide AI implementation. Even with all the advancement in recent years, it still feels like …

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How Citi Commercial Cards is using conversational AI to improve CX

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30-second summary: Citi recently engaged with Interactions, a provider of intelligent virtual assistants (IVAs) to implement a pilot program that utilizes a virtual agent with the goal of improving CX in their Commercial Cards division. Citi’s commercial clients were receptive to utilizing technology that reduced the need for card holders to speak with a representative for routine issues that could be effectively addressed digitally. A cross functional team at Citi evaluated AI chatbot provider, Interactions. Citi’s product, technology, operations and customer service teams worked closely with resources at Interactions to implement the tool. From the selection process for Interactions through the first live test call, the onboarding process took about 11 months. Currently the chatbot initiative is still a pilot program that addresses five simple issues with an automated agent. A key part of Citi’s CX strategy was to notify clients before rolling out the pilot program. Since the pilot …

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What leading consultants say about the usage of automation in marketing

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30-second summary: As per the CMO Survey Report 2020 by Deloitte, the implementation of AI and machine learning is likely to grow in three years to 3.5. As per an article by McKinsey & Company, organizations introducing technology to sales can find ways that deliver double-digit gains in return-on-investment. Automation is possible in 30% of sales activities. The most recent AI survey by Bain and Company analyzed that organizations that make use of AI were 4.2 times more likely to have access to standard tools and technologies than the others. A study co-sponsored by EY in 2020 revealed that 85% of participants have already implemented AI within their organizations and expect to use AI for new use cases in the coming years. According to a survey by Accenture, around 83% of more than 6,000 businesses accepted that technology is a crucial part of the human experience. As per a recent …

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The Best Help Desk Software (In-Depth Review)

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Disclosure: This content is reader-supported, which means if you click on some of our links that we may earn a commission. Unorganized support teams are a nightmare for everyone involved. From two agents wasting time on the same request to customers or employees sitting around for hours waiting on an answer, things can get really hectic without the right tools and software. And it could even damage your reputation forever. You don’t want that and I don’t want that for you, either. However, choosing the best help desk software for your team isn’t an easy task. There are hundreds, if not thousands, of options to choose from. So to help make your life a bit easier, I looked at dozens of the top options on the market and narrowed it down to my top six recommendations. From small customer support teams to IT services and mobile field support, this guide …

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