Conversation Intelligence technologies provide you with extracted data-driven insights. The platforms powered by AI have many ways of evaluating client interactions which prove to be beneficial for sales, customer service, and strategic decision-making.
- Sales – Platforms with conversation intelligence are great for sales teams. Normally, you could only examine chats that fit certain criteria. However, with Conversation Intelligence, no calls are missed. The Conversation Intelligence platform’s speech analytics engine conducts a thorough analysis of each and every call to collect historical client data and gain insightful information from them.
In short, the platform also examines the interactions to evaluate the strengths and shortcomings of each agent throughout a customer engagement call. The system can actively deliver prompt pop-ups on agents’ screens to enable them to swiftly recommend suitable products to their consumers when it senses their intention to purchase a service or product. This platform makes it possible for cross-selling as well as upselling also.
- Customer Service – Excellent client service is crucial for today’s organizations. Brands can accomplish these efficiencies by utilizing conversation intelligence. To listen to all the conversations and evaluate agents’ performance, the platform can be connected directly to the ‘live calling’ system as well as the CRM.
With the help of on-screen suggestions, the Conversation Intelligence (CI) platform can determine when more probing is necessary and encourage the agent to pose more pertinent queries. It can determine the tone and intentions of the customer.
Agents can also benefit from the platform’s contributions by better understanding the customer’s precise needs. This further will help in reducing the average TAT for the agent to handle any customer queries, while improving quality, boosting ‘First-Call’ resolution, and leading to more client retention.
- Strategic Decision-Making – Platforms with conversation intelligence provide insights into data dashboards and reports that are simple to read. This in return assists contact centers in connecting with clients, empowering agents, automating procedures, and fostering continuous innovation. With automation at their disposal, managers can make better strategic choices to be ahead of their competition.