With the multitude of interactions handled, contact centres have a goldmine of customer information that it is essential to exploit. Conversational analysis is becoming a vital tool for exploiting this new data to better understand customers and their needs. The result is increased personalisation and greater customer satisfaction, but also optimised agent efficiency – in short, an effective way of revolutionising customer service management.
Conversational analysis is the analytical process of studying and assessing conversations with customers. This system covers all interactions, whether spoken or online, across a range of channels:
The Hermes Interactions Analytics conversational analysis solution uses various technologies such as artificial intelligence, machine learning and natural language processing to collect relevant conversational data and analyse customers’ feelings and emotions.
Conversational analysis processes the emotions of both customers and staff. This in-depth knowledge of both parties is essential if we are to better understand their needs, improve their satisfaction and thus optimise the efficiency and relevance of our customer service.
Conversational analysis is an effective tool for detecting more implicit information or feelings. By accessing a wider range of customer interactions, contact centres have access to a larger data set, making it possible to define more precisely the type of customer, what they are looking for, their questions or their problems.
This sophisticated process is capable of analysing tone of voice, volume, silences, hesitations and even the level of sarcasm in order to draw relevant conclusions about the general mood of the call or conversation. Another way of hearing the customer’s “real words”.
Thanks to the data gathered through conversational analysis, your agents will be able to respond more effectively to calls. By drawing on previous conversations, you can create scripts for staff so that they can be trained and prepared for all scenarios, thus improving the relevance of their interactions and responses.
While this solution provides a better understanding of customer emotions, it is also a good way of analysing the feelings of customer service agents: fatigue, annoyance, irritability, etc. From there, you can take action by offering them appropriate training or coaching solutions, with a view to optimising their satisfaction and therefore their efficiency.
Ultimately, conversational analysis is an effective process for improving customer satisfaction and therefore their overall experience.
This tool does not require any additional effort on the part of the customer. There’s no need to leave a comment or an opinion that could skew the spontaneity of the results: their requests and emotions are analysed via conversations initiated directly by the consumer. This means there’s no interruption to the customer journey.
Through an exhaustive analysis of your customers’ needs and opinions, you’ll be able to adapt quickly to their expectations and offer them even faster, more relevant and more personalised responses as a result.
