Nextgen AI will boost the benefits of RevealCX with AI capabilities. With the use of voice-transcription technology and machine learning (ML) it highlights the areas to improve for a better customer experience.
In practice, the intelligent transcription technology converts the audio of a speech recording into digital text, using ML algorithms to decipher data and turn it into insights. This allows companies to harness the full potential of their recorded content – without the hassle of manual processing. We provide companies with the capabilities to drive customer experience.
Because the customer is the most important asset to a company.
The AI component makes it easy to find particular words and patterns for business-critical analysis – to address issues before they turn into trouble. Companies can now use RevealCX to detect certain values within the data: How often are competitors mentioned? How often are certain products mentioned? What products are generally not working? What kind of requests occur the most? Which agent characteristics negatively trigger customers?
Whatever the answers you are looking for to increase agent performance, customer satisfaction, and conversion rates, Nextgen AI within RevealCX will help you get there.
But that’s not all…
What really makes Nextgen AI excellent is its intuitive sentiment analysis. It can determine whether a call-in customer is positive, negative, or neutral, based on how they speak. The sentiment analysis extracts subjective information and provides valuable information about what’s hiding behind the words – such as pauses and breaks, pace, agitation, and intonation.
Customer service staff don't always get the verbal recognition and appreciation they deserve. The sentiment analysis can identify happy customers by their tone and temperament.Book Demo Customer Stories