As a rule, successful businesses respond to prevailing workforce conditions by reassessing how they use technology, especially if they are able to innovate without disruption.
During the pandemic, the prevailing working conditions presented businesses with an opportunity to rethink the tools their employees had at their disposal so that they could perform their roles from home and better provide the service they delivered for customers.
Florius and AI-powered speech analytics
For Florius, a leading mortgage lender in The Netherlands, the pandemic was an opportunity to implement AI-powered speech analytics to broaden its agents’ view of the customer journey, providing them with valuable insights that raised the quality of their interactions. The company turned to Avaya and its integration partner NTT, to integrate Avaya OneCloud CCaaS with its CRM system, allowing the company to introduce AI-powered speech analytics and quality management tools even though its contact centre agents were working remotely.
The AI-powered speech analytics monitored 100 per cent of customer calls and then provided guidance on the next best answer. This direct insight and fast access to as much information as possible meant that Florius’ agents were well equipped to answer customer queries that would, under other conditions, usually require training.
The Automated Quality Management capabilities of Avaya OneCloud, integrated with Florius’ business applications, empowered remote employees with new digital tools that boosted the quality of their customer engagements through advanced, real-time AI speech analytics.
“A good example of this came when there was amended legislation concerning delayed mortgage payments. Employees did not have to be trained on this first, because they were provided with the correct knowledge in real-time — during conversations where payment and Covid were discussed. As a result, the agent was able to give the right answer quickly, because they immediately had the right information and could share it with the customer,” said Seif Alhamrany, head of the Advisory Team at Florius.
What is conversational AI?
According to Deloitte’s 2019 Global Contact Centre Survey, 56 per cent of companies believe that Artificial Intelligence is ready for broad adoption. One important application is to help businesses improve the customer and employee experience through Conversational AI, which harnesses the power of AI and Natural Language Processing to substantially increase agent performance in real-time.
It can also help reduce after-call agent work, initiate workflow actions, enhance regulatory compliance, and summarise interaction details into actionable intelligence that can be used to improve operations and the overall customer experience.
Crucially, unlike traditional speech analytics and applications that mine calls after they occur, conversational AI transcribes voice conversations in real-time, when its needed most, to help deliver deeper and more personalised customer engagements.
Contact centre integrations
Contact centre integration options can help organisations get more for — and therefore from — contact centre employees by providing insights. AI, including real time speech analytics, machine learning, natural language processing, and even biometrics is critical to delivering the total experience that customers and employees seek in today’s experience economy.
Successful organisations are assembling and combining AI capabilities to achieve memorable outcomes and relying on Avaya OneCloud CCaaS to employ AI when and where it’s needed most, enabling contact centres to operate more efficiently, be more effective, serve customers better than ever, and retain employees.
Find out more about Avaya and our solutions here.