AI Feeling Identification: An Innovative Tool for the Customer Service Industry.

By integrating voice recognition capabilities, it allows you to understand the level of anger during a call in real time.

It uses algorithms from major cognitive service developers, making it more efficient than manual call monitoring.

You have never been as close to understanding the customer as you are now, although the phrase “the customer is always right” has been a commandment in companies for many years. Nowadays, artificial intelligence (AI) can automatically detect customer sentiment, which also helps to adjust processes, reduce costs, unlock new sales opportunities, and increase productivity.

Cirion Technologies, a technology partner for the most important industries in Latin America, explains that one of its solutions, Cloud Contact Center, for customer service departments is the integration of social media voice and text recognition capabilities on a single platform. All of this in lieu of manual monitoring, in which staff is tasked with, for example, listening to call center phone records.

What this tool, which uses algorithms from the great developers of cognitive services or artificial intelligence services, allows is the recording of calls coming into customer service departments and sentiment analysis to help determine the status of who is in the queue.

Among the data that AI can provide through this system, the following stand out: the use of inappropriate words, the duration of the call, and the percentage of silence.

“There is a panel where you can see the annoyance with which the customer started the call, whether it increased during the call, and whether it decreased at the end due to the attention given by the company agent,” explains Alejandro Arroyave, voice communications manager. and Cirion Technologies collaboration for the Andean and Northern clusters. “One of the parameters that the instrument takes into account the most is the tone of the voice.”

It also makes it possible to understand what the client needs (based on AI-provided keywords), jump to pre-defined scenarios, and, especially, have real-time tools at hand to solve urgent problems.

Meanwhile, companies are using it to build loyalty and generate new sales, as well as to monitor their service agents and understand staff strengths, which helps streamline processes. Of course, the idea is that they have the support of an expert ally to assess where the business is and what its specific needs are.

“Expert can connect to the database speech analytics, view the most recent interaction of one of the agents and, based on its results, determine whether the call should be delivered. You can even create a dedicated group of VIP agents to serve customers with special feelings,” Arroyave added.

With the help of AI in customer service departments, the generated information can be strategically managed in order to effectively respond to the requirements of its users.