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Conversational AI-led analytics is indeed the game-changer for contact centers | Part 3 of 3 | geniSIGHTS

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Let’s understand how a conversational AI can help connect the problems to the solutions effectively in real-time. Take an instance where there is a conversation between a customer care executive of a fashion store and a customer that is effectively solved with the help of a conversational AI.

The conversational AI uses sentiment analysis to understand the customers’ state of mind, makes recommendations to the executive for better solutions, and quick recommendations related to the offers of the brands the customer liked or has in their wishlist increases the overall satisfaction of the customer.

This is how conversational AI helps in solving customers’ issues in real-time. Many contact centers are already infusing AI into their operations and help desk tasks. Although AI is not going to eliminate the staff, it is going to aid a huge scale-up of the help desk services.

Are you a contact center organization looking for real-time & customized analytics solutions for your business?

We have a product explicitly designed to cater to your analytical needs. Get in touch with us at info@genisights.com or contact@flash.genisights.com to schedule an appointment today!

You can likewise visit our website https://flash.genisights.com/ to know more about our product.

You would have learned how Advanced Analytics aids the contact centers to enhance the customer experience thereby converting contact centers to revenue centers. Our Conversational AI product FLASH comes in handy providing meaningful insights in just a matter of seconds.

Conversational AI-led analytics is indeed the game-changer for contact centers was a 3 part blog. The part 1 concentrated on the problems faced by the contact centers which was followed by the solutions conversational AI could offer in part 2 and how the conversational AI solved the problems in real-time in part 3 of the blog.

Conversational AI-led analytics is indeed the game-changer for contact centers | Part 2 of 3 | geniSIGHTS

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BPO – Analytics: A prerequisite for operational efficiency:

The contact center has extensive information about customers, their behavioral and non-behavioral data, product experience, and the interactions with the frontline staff. With appropriate analytics, the information could be modeled to predict very useful characteristics to promote the product, up-sell/cross-sell, predict the intent of the customer call, etc. 

BPO sector sets forth the following expectations which can be achieved through Advanced Analytics:

  • The historical and current data needs to be analyzed to uncover the masked opportunities for the strengthening of the organization. 
  • The potential customers have to be identified, segmented, and targeted for the marketing campaign.
  • The unstructured data from the customer complaints have to be extracted and analyzed further to enhance customer service strategies.
  • The data from social media requires to be mined to determine emotions and opinions about brands, products, and services. 
  • The customers who are likely to cease the service from the business need to be predicted.
  • The intent of the customer has to be predicted to give what exactly the customer wants before they ask for it.
  • There is a need for prediction of the future using extensive evaluation of the past performance
  • Recurrent issues of a product should be categorized for future enhancements.
  • The best products to be recommended to customers are to be predicted so that they can easily find their desired product.
  • The total value a customer can bring to a company throughout their lifetime is to be measured.

Analytical Solutions for Contact Centers:

geniSIGHTS understands the pressing needs of Business Process Outsourcing companies and has come up with a handful of analytical solutions. These intelligence solutions yield valuable insights to organizations ensuring the highest level of customer satisfaction.

Some of the analytical solutions offered are:

Uplift Modelling

The Uplift Modelling ensures that the customers who have higher propensity scores are rightly identified and targeted for the marketing campaigns. The customers are segmented into four categories based on their behavior after being encountered with a marketing action.

  1. Sure Things – Customers who would have responded whether they were targeted or not.
  2. Lost Causes – Customers who will not respond irrespective of whether or not they are Targeted.
  3. Sleeping dogs – Customers who are less likely to respond because they were targeted.
  4. Persuadables – Customers who only respond to the marketing action because they were Targeted.

Cross-sell/Upsell recommendation

The cross-sell recommendation suggests the customers for the complementary product when they purchase a new product. The upsell recommendation shows up the customers with a better version of the product that they plan to buy. This system uses affinity analysis/association rules mining to analyze the co-occurrence of relationships among activities performed by customers and discover the cross-sell/up-sell opportunities accordingly. 

Recommendations Systems

The recommendation system exceptionally helps the business to predict the most likely product that the customer will buy. This system can therefore provide more personalized offers for the items of the customer’s interest.

Predicting customer churn rate

Customer Churn analysis predicts the customers who are likely to cancel their subscription from the company. The analysis also helps to understand why the customers are leaving and the possible ways to reduce the churn.

Sentiment mining

Sentiment mining extracts the necessary information from social media to understand what people think about a product or how they look up to a brand. The emotional tone behind each mention in social media can be derived from this analysis.

Customer Effort Analysis

The customer effort analysis brings out the amount of effort a customer puts in getting his issues resolved through various touchpoints.

These are some of the advanced analytical solutions that the conversational AI could offer for the problems faced by contact centers. Wait for edition 3 to find out how Conversational AI resolves all the problems of contact centers in real-time.

Are you a contact center organization looking for real-time & customized analytics solutions for your business?

We have a product explicitly designed to cater to your analytical needs. Get in touch with us at info@genisights.com or contact@flash.genisights.com to schedule an appointment today!

You can likewise visit our website https://flash.genisights.com/ to know more about our product.

Learn how Advanced Analytics aids the contact centers to enhance the customer experience thereby converting contact centers to revenue centers. Our Conversational AI product FLASH comes handy providing meaningful insights in just a matter of seconds.

Conversational AI-led analytics is indeed the game-changer for contact centers is a 3 part blog. Part 1 concentrated on the problems faced by the contact centers which is now followed by the solutions conversational AI could offer in part 2 and how the conversational AI solves the problems in real-time will be in part 3 of the blog.

Conversation AI: Chatbot Series- Understanding Chatbot -part 1 of 2

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chatbot

With the recent technology advancements in Artificial intelligence (AI), neuro-linguistic programming, machine learning, the internet of things (IoT), and web speech APIs, it is now possible to streamline interactions between computer and human languages more effectively. Every day practically we see Google Home or Alexa ads on social media and on television.

We dig deeper into the world of chatbots in this interesting series on

Conversation AI: Chatbot Series- understanding chatbot -part 1 of 2

What is a chatbot?

A chatbot is a service that people interact with via a chat interface. You can ask questions using your voice or by typing in the same way you would ask a person. The chatbot will usually respond in a conversational style, and it may carry out actions in response to your conversation. It answers your question, rather than directing you to a website.

Chatbots are great conversational assistants for businesses.  From simple conversation to complex transactions, a chatbot can perform everything.  AI technologies like Machine learning, RPA, and NLP can take chatbots to the next level with intuitive capabilities.

Chatbot Adoption

Chatbot adoption is happening across all industries and functions because of its scalability and assistance capabilities. Chatbots live inside instant messaging apps such as website chatbots, dashboard chatbots, and integrated into third-party applications, with which users interact daily. This enables businesses to leverage the digital spaces that are already growing.

These messaging platforms which support AI chatbots are a more socially acceptable form of personal interactions than social networks. While social networks still connect users with brands, messaging platforms via personalized offers, photos, videos, GIFs, memes, links, and documents create one-on-one interaction between brands and users.

AI chatbot solutions have the transformative power to provide end-to-end services ensuring the business objectives of different industry sectors. Whether it is retail, customer service, or hospitality, AI-powered chatbots are building a vast channel ecosystem.  Today’s chatbots are powerful personal assistants. They can call a Cab, place a lunch order, make a hotel reservation, order office supplies when you get low, and even help manage your calendar.

Broadly Chatbots powered with AI can be used for two purposes:

  • For Enterprise – In the last few years, the e-commerce market has grown a lot, so does the chatbot market. Businesses are inclining towards bots for jobs like order tracking, delivery confirmation, customer support, feedback & reviews, and surveys.

Undoubtedly, the applications of chatbots are also benefiting the education sector. Enterprises can automate their admission registration system, provide virtual assistants to their staff for decreasing their workload, and enable parents to connect with teachers in real-time with chatbots

  • For Consumers – Chatbots provide better service to users. Mainly in these following ways:

Quick Response time – Compared to a human being, a smart computer program will answer queries much quicker. This, coupled with an AI chatbot’s machine learning and multitasking abilities makes it a highly efficient virtual assistant that can revolutionize customer interaction metrics.

Improved Conversions – Chatbots can study past search data and offer more personalized shopping options via retargeting. The AI is constantly learning, and it can pull up multiple options that will be more appealing to the user based on their search history and captured data points. This can lead to increased conversions for you in the long term.

The demand for chatbots is increasing at a tremendous pace across verticals. In a recent survey, Gartner predicted that 85% of their engagement with businesses will be done without interacting with another human by 2020. Instead, we’ll be using self-service options and chatbots.

Chatbots are being adopted to automate processes like voice-driven assistants, sales, marketing, lead generation, and customer service. During this survey, 42% of participants responded that automation technologies in these areas will improve the customer experience. 48% said that they already use automation technology for various business functions, and the other 40% said they are planning to implement some form of automated technology by 2020.

The shift towards intelligent assistants

The massive adoption of AI in the user’s everyday lives and businesses is fuelling the shift towards voice applications and conversational agents.

Powered by Conversational AI platforms, chatbots are becoming smarter and more human-like in engaging customers with smooth, conversational messages. Conversational interfaces are not limited to chatbots. With the rapid developments in voice technology that converts speech to text capabilities, businesses can build applications that can engage in voice-based conversations. Voice-enabled assistants will be the drivers for improving customer engagement for organizations and value to customers.  Voice-enabled applications can not only accurately understand the requirements, but can also understand the intent or the context in which they are said.

There are a lot of opportunities for much deeper conversational experiences with customers with the evolving technology space.  

We uncover advanced AI-powered chatbot applications in part 2 of this series. So watch this space for our next article on chatbots.

If you are willing to score in on the opportunities in the world of conversational businesses, connect with us for a chatbot or voice-enabled assistant experience at info@genisights.com.