Speech technologies have long played a key role in the contact center industry. From assisting callers with routine questions to understanding text prompts and more - the advancements in this field have been exponential.
Today, with Artificial Intelligence (AI) growing in the contact center, a closer look at speech how technologies are advancing this vital feature reveals just how important transcription can be in assisting these AI tools - to both understand voice interaction data and drive better relationships.
One recent article points to the ways transcription is making the contact center more intelligent than ever today.
These key benefits include
Performance Indicators
When there is technology in place that can capture as well as aggregate and then analyze text and voice interactions seamlessly, it leaves room for actionable insights and continual optimization to occur. It also improves performance by providing help at critical interaction points in real-time - even assisting agents by mixing automated agents with a human touch.
Better Assistance
When agents are receiving key instructions while on a call, they can deliver better assistance to callers. Transcription helps by quickly and easily summarizing customer interactions, providing simple data entry help, and even scheduling cases without the risk of human errors.
Stronger Customer Care
More engaged agents also serve to improve overall experiences. Agents that have the extra help they need to address customer needs - whether suggestions during a call or quick access to historical data can help strengthen relationships. This expanded view of what’s happening on all ends of the conversation coupled with artificial intelligence changes just how much more sophisticated the call center is becoming.