In the modern business world, human interaction remains a central pillar, and the telephone continues to be a preferred channel for these exchanges. Despite the predominance of digital communication, telephone conversations offer a wealth of personal and direct information that is often underutilized. Historically, although various tools have been deployed to capture and analyze data from phone calls, these technologies often face limitations regarding the quantity and quality of information they can effectively process.
However, with the advent of GenAI, we are on the brink of a revolution. This newcomer in the technological arsenal of companies is seen as the ideal missing piece to complete and enhance existing tools, promising a more comprehensive and precise exploitation of the information present in each call.
Note:
uh!ive specializes in the development and provision of advanced real-time conversational voice recognition solutions. We offer artificial intelligence technologies that enhance the interaction between customers and contact centers by analyzing conversations to extract useful data and optimize communication. Our platform analyzes around 100 million calls per year, providing added value in multiple languages to renowned clients in various sectors, including Bouygues Telecom, SFR, EDF, COVEA, Allianz, and Louis Vuitton…
🌟 Use Cases
Here are some examples of use cases demonstrating the strong synergies between voice recognition solutions and GenAI:
🎯 Identification of Call Patterns and Intentions
uh!ive coupled with GenAI allows the processing and analysis of large amounts of voice data to identify recurring patterns and specific intentions behind calls. This enables companies to understand why customers are calling, what their most frequent needs or issues are. This also helps companies to adapt their services or adjust their responses to better meet customer expectations, thereby improving customer satisfaction and service efficiency. GenAI analysis allows for unsupervised pattern analysis without the need for training.
📋 Call Synthesis and Summaries
In addition to intentions, we are now able to generate concise call summaries, capturing key points and required actions. This helps document and convey important information without requiring agents or managers to listen to long call recordings. These AI-generated call summaries can be used for case tracking, agent training, and continuous process improvement. They also allow capturing strategic insights that can be used to inform business decisions.
📈 Creation of More Relevant Indicators
The PRX (Professional and Relational Experience Indicator) is an uh!ive metric used to evaluate and improve the quality of interactions between customer service agents and clients during phone calls. This indicator analyzes relational skills based on several dimensions of communication. Its goal is to strengthen human connections by measuring and optimizing how advisors interact with clients, thus fostering a more personalized and satisfying customer experience.
🔮 Prediction of Customer Behaviors and Needs
uh!ive’s ability to process large amounts of data allows a better understanding of customer behavior patterns and their evolving needs. By analyzing historical and current trends, it is now possible to make precise predictions about future customer behaviors, such as churn, helping companies anticipate demands and personalize their services.
🌐 Linguistic Scalability
Thanks to GenAI, uh!ive has expanded its transcription capabilities. Our tools can be trained to understand and process multiple languages, making them more flexible for effectively expanding to new international projects. They can also quickly adapt to new domains by learning specific vocabulary and expressions used, allowing for faster integration and operational efficiency.
💰 Return on Investment (ROI) and Quality Measurement
For customer experience and relationship directors, using uh!ive’s voice analysis services translates into significant ROI and a measurable improvement in service quality. Here’s how:
- Optimization of Agent Performance: Through detailed conversation analysis, directors can identify strengths and areas for improvement for each agent. Training can thus be more targeted, increasing efficiency and customer satisfaction.
- Cost Reduction: By better understanding customer needs and expectations, companies can reduce costs associated with repeated calls and unresolved issues. The automation of call summaries and recommendations also saves time and reduces operational costs.
- Improvement of Customer Satisfaction: Analyzing customer behavior helps to better understand their experience and take proactive measures to improve their satisfaction. A more responsive and empathetic customer service leads to increased customer loyalty.
- Increase in Revenue: By providing precise recommendations and detailed call summaries, directors can identify new sales opportunities and product improvements, contributing to revenue growth.
- Continuous Quality Measurement: Key performance indicators (KPIs) such as the PRX (Professional and Relational Experience Indicator) allow for continuous measurement of interaction quality. These metrics provide a clear view of agent performance and customer satisfaction, facilitating strategic decision-making based on concrete data.
uh!ive, already recognized for its conversational analysis technologies, is significantly strengthened by the integration of GenAI. This advancement has multiplied the power of its tools and the amount of information extracted from calls. For companies where phone calls are crucial, this opens new perspectives for optimizing the value of each customer interaction.
