Conversational Analytics / 15.09.2014

Automation tools for Next Generation Contact Centers – Part II (Audio Mining)

In Part I of this Automation tools blog series, I’ve penned down the various benefits of using speech recognition technologies in a contact center. This blog will emphasize the reasons to deploy audio mining solutions in your contact centers.

Audio Mining research began in the late 1970s. Ever since it has been used to analyze volumes of audio content sources include customer interactions, newscasts, sporting events, telephone conversations, meeting notes, webcasts, etc. However, it has taken its commercial shape as product from the year 2002 to search archives of audio content for keywords and mark/replay the areas where keyword occurrences are spotted. From then, audio mining solution developers have crossed several hurdles (eg: speech recognition accuracy, vernacular language support, handling native accents & dialects) in mining the data for keywords.

Modern audio mining solutions analyze human speech both in real time as well as batch mode to extract useful information about the content. It identifies particular keywords or phrases, extracts them, and analyses them for critical business insights.

Why Contact Centers need audio mining?

Let me dig up some customer service statistics for you:

Infographics on Contact Center statistics

Organizations pride themselves by saying ‘Customer is our King’, but the reality doesn’t sound so. The first and foremost support offered to the customers doesn’t seem to appeal them. On an average, organizations tend to lose 20 to 50% of their customers due to poor customer service. Organizations while focusing on buying-in new customers are blindfold to see what difference it could make, if they retain their existing customers. The above statistics imply on one basic point which is ultimately the core purpose of having a contact center – providing quality support to customers.

It’s easier said than done, providing quality support to customers demand micro-level monitoring. Let’s consider a typical contact center with 1000+ customer service agents, where every agent handles almost 200 to 500 calls a day and for every 5-10 agents, one quality manager is assigned to monitor the quality. So it’s only (roughly) 1-5% of the calls that are monitored by the quality manager and the others go unheard. In a year, out of 180 million support calls handled, only 9 million calls can be practically monitored. Even if the organization is willing to spend loads of cash in quality management resources, they end-up providing poor customer service.

So the obvious question rises in your mind is: Can’t this be changed?

Yes! It can be changed by introducing audio mining solution to monitor your customer service interactions.

Audio Mining – making the difference

Uniphore’s audio mining solution has smart and state-of-art features that empower organizations to gain deep insights in call characteristics, enabling them to incorporate quality control, performance enhancements and productivity optimizations, overall improve their customer experience. How is this done?

Our audio mining solution comprises of four key components:

  1. Keyword spotting
  2. Automated transcription
  3. Sentiment analysis
  4. Custom MIS & reporting

Using these components, each and every customer call is monitored and customer agent efficiency is improved gradually. It helps our clients increase their contact center efficiency by 100% and improve their CSAT score by 50% in 3 months. To know more on how to effectively implement audio mining solutions to your customer support center click here to download the informative white paper or mail me at kaviarasan@uniphore.com.

About Uniphore: Uniphore Software Systems is the leader in Multi lingual speech-based software solutions. Uniphore’s solutions allow any machine to understand and respond to natural human speech, thus enabling humans to use the most natural of communication modes, speech, to engage and instruct machines. Uniphore operates from its corporate headquarters at IIT Madras Research Park, Chennai, India and has sales offices in Middle East (Dubai, UAE) as well as in Manila, Philippines.