However, in addition to these traditional KPIs, it is also important to consider quality metrics that offer a more complete view of the customer experience. Through surveys, we can measure call quality and service level. However, we have to keep in mind that they have certain disadvantages, such as the low response rate compared to other methods and the difficulty of creating questionnaires.
For these reasons, Fonvirtual goes one step further by integrating artificial intelligence into the satisfaction analysis. In this article we tell you a little more.
AI to measure customer satisfaction
Our tool uses artificial intelligence tools & equipment website design and development service to identify the emotions of customers and agents during phone calls. It analyses the language used, silences, tone, possible interruptions and determines the level of attention and satisfaction of each party, both pleasant and dissatisfied, using natural language processing techniques and the use of large language models. At the end of the call, it generates a summary of these measured metrics and offers a verdict that concludes the analysis of the quality of the attitude of the agent and the customer.
This tool gives agents a international telephone prefixes for calls deeper understanding of the customer’s emotional state in real time, allowing them to tailor their responses and solutions based on the customer’s emotional needs. For example, they will be able to identify when their attitude is being less proactive and can act accordingly by changing the tone or warmth of the conversation.
Advantages of sentiment analysis
AI integration with your call center aero leads software brings several benefits to businesses. First, it allows them to gain important data on customer satisfaction and analyze trends and patterns. This data is useful for identifying common issues, areas for improvement, and adjusting customer service strategies to better meet needs.
Additionally, the tool can help identify the most dissatisfied customers and proactively address their issues. Customer service supervisors can use the information provided by the tool to quickly identify dissatisfied customers during the call and find out the reason for their dissatisfaction. This allows them to resolve their concerns before they become more serious problems and measure the quality of the team’s care.
Other AI features in calls
Advances in Artificial Intelligence, especially in Natural Language Processing (NLP) and Large Language Models (LLM), have made it possible to develop voice recognition systems that automate the task of transcription with high accuracy. These systems not only recognize each word, but also analyze the context of the conversation and try to identify phrases that make sense, beyond their literal meaning. By automatically transcribing calls, it is possible to monitor customer satisfaction by writing down what is being said. In addition, we can enjoy real-time transcription in any language, which facilitates its analysis in multi-language contexts.
However, that’s not all. Thanks to Artificial Intelligence, you’ll be able to make the most of your conversations, as you’ll be able to extract all their value. With Fonvirtual’s AI, you’ll be able to obtain the following information from your calls in real time:
- Detailed summary of each call.
- Automatic tagging of the topics covered.
- Detect the language used in the conversation.
- Identify the gender of the participants.
- Sentiment analysis.
On the other hand, summaries generated in real time by artificial intelligence offer a clear and concise view of your customers. This allows you to identify opportunities for improvement, evaluate the performance of your team and make informed decisions. In addition, the summaries also determine the attitude of the agent who answered the call and his interlocutor, which makes it easier to objectively evaluate the performance of your customer service team and measure the satisfaction of your customers.
