Conversational Analytics – Making Digital Transformation a Reality

Author: Justyna ChlopeckaDate: 2020/05/27

Hey Alexa! What are the headlines? What’s the weather forecast for today? Play me Queen’s Greatest Hits! Genius, isn’t? A little device that answers all your questions, well, most of them without you having to do much. If you happen to own an Alexa, you may be wondering why other things in your life can’t be as simple as this little gadget. And the truth is, there’s a lot in life that can be made easier and more enjoyable thanks to the natural language query (NLQ) or conversational analytics (CA) that Google search and conversation digital assistants, such as Alexa, are built on.

NLP enables people to ask questions about data and receive an explanation thanks to the amazing analytics built into the platform. Conversational analytics takes this further by allowing people to ask questions verbally and Gartner predicted that by 2020, 50% of analytical queries would be generated via search, natural language processing or voice, or would be automatically generated.

We recognise that the use of NLP and CA can enhance our experiences as a consumer so how can it help our businesses? In 2018 ZDNet’s sister site, Tech Pro Research, reported that 70% of survey respondents said that their companies either have a digital transformation strategy in place or were working on one. First forward two years and digital transformation projects have been fast tracked, thanks to the accelerant we now know as COVID-19. Almost overnight organisations have had to transform their operations, mobilise their workforces and meet customer expectations within new parameters. Digital transformation has put data at the very centre of every business, what you need to do now is use it to your advantage.

NLP and CA are so transformative that Gartner listed them in their own Top 10 technology trends in data and analytics report. The analyst house predicts that by 2021, NLP and conversational analytics will boost analytics and business intelligence adoption from 35% of employees to over 50%, including new classes of users, particularly front-office workers. And it’s your customer facing employees (as well as your customers themselves) that stand to benefit from CA the most.

Think about your omni-channel for a moment. It shouldn’t matter whether your customer reaches you by telephone, email or social media, they should have the same frictionless experience. CA enables your contact centre agents to answer customer queries in a knowledgeable way, quickly supplying answers and resolving problems or escalating so that the customer gets a personalised, easy experience. In fact, there’s lots of benefits for both your customers and your agents with CA;

For Your Customers

  • Customer service whenever and wherever they need it.

  • Ability to ask all kinds of questions and not be transferred across multiple departments.

  • Real-time solutions to problems resolved with insight and, with Awaken Translate, real-time voice to voice translation means customers can have their query resolved in their own language, not that of your business.

  • Competence to provide outstanding customer service rather than focusing on the process will make communication with your customers more personalised and will allow you to meet their needs better.

For Your Agents

  • The intuitive way CA works means your agents require less training or can move on to different campaigns without spending hours reading reams of training manuals.

  • Ability to handle calls and resolve them faster than before, which means your cost per call is kept in control.

  • Your agents have ability to focus on the conversation, rather than the process which means both agent and customer have a better experience. That means your staff retention improves dramatically.

  • Analysing only the calls with known issues, flagged by Auto QA you will save up to 67% of your QA team’s time.

  • By providing you with actionable insights formed into one report, it will allow you to motivate your agents in the right directions and stimulate continuous improvement.

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