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AI sentiment analysis in cloud telephony has transformed the ways in which a business works primarily. Business thrives on results, but the days have given a way for a more important factor, that is the emotional quality in an interaction. Now, it has become the decision maker in providing good customer experience which is ultimately what every business should aim to provide.
For example, imagine a customer who is awaiting a package delivery which is due for some days yet not received. When she dials your customer service she will be already frustrated, confused, angry all at the same time. But with a standard cloud telephony she will be directed to a pre-recorded script which will further intensify her frustration. But in the modern days when people have lost their focus for more than a second, AI sentiment analysis helps your cloud telephony system to understand the tone of the customer and give inputs on how to deal with them strategically. Don’t you think it is the need of the hour?
So, in this blog we will discuss what AI sentiment analysis is and how it helps your business to maintain good customer experience and retention.
What is AI sentiment analysis in cloud telephony?
With the help of AI sentiment analysis in cloud telephony, you can understand the emotional tone of your customer. It uses Natural language processing or NLP, and machine learning to identify and understand the emotional tone of the person on call. Earlier it used to be only for text based reviews but now with the new versions in sentiment analysis software, it can go deep into analyzing the subtle nuances of the tone like acoustics, paralinguistics and context.
Beyond looking for angry words in a human speech, now the system looks for change in volume, speed and pitch which is the acoustics of the tone, jitter or long pauses which is paralinguistics and even sarcasm in tone which is done by analyzing the context. This will help your employee to get a clear picture of who they are going to handle in real time beforehand.
Oftentimes, customer relationships fail when they do not feel heard enough. The first cause is emotional blindness of the agent who walks to the call in complete unawareness about the situation of the customer. The second major cause is delayed identification. Most companies often depend on a QA or quality assurance team for analysis after a long time. In this much time, the angry call records of the customer might give you a nudge on what happened but it might be too late for retaining them. The other important cause of customer relationship failure is actually the pre-recorded script. The customer who dials the number might be in actual frustration and when he or she meets with a typical general recording it will only lead to more frustration. So, AI sentiment analysis in cloud telephony can be a savior for businesses in such situations.
How AI Sentiment Analysis Works in Real-Time Calls
The real-time sentiment analysis for customer calls happens in just a matter of seconds. It does not cause any delay in your customer service. The simple work flow of an AI sentiment analysis looks like this:
- Connection- here the customers call get connected and hosted over cloud telephony system.
- Live-stream – the AI listens to the call side-by-side, strictly adhering to the guidelines of privacy.
- Feature extraction – The sentiment analytics tools break the audio into small tokens in order to measure the intensity of the speaker’s tone.
- Instant detection – the AI uses a sentiment score like +.8 or -.9 to rate the tone as happy or angry.
- Agent feedback – this score is instantly given to the agent’s dashboard to alert him beforehand. In some cases, a whisper coaching is also given like the customer is anxious, it might do well to give him a discount or something like an advice.
AI sentiment analysis in cloud telephony is primarily used for course correction. So, if the system finds that the customer is really anxious it can instantly switch to retention protocol. The system can detect the frustration early by noticing a sigh before the shout. Also it can help to alert the agent to give an empathetic nudge like softening their tone to make the customer feel supported. Also it can prevent escalations. Sometimes both agent and customer might become frustrated in a call. At these times the system can notify a supervisor to barge-in the midst of the call and prevent escalation.
The role of AI in cloud telephony
The integration of a sentiment analytics software can turn your cloud telephony into a profitable decision. It ensures:
- Live call monitoring – supervisors are no longer needed to shadow each and every agent. They can get an overview of the total calls which is called a heat map and only barge-in calls where the sentiment analysis nudges them to take action.
- Smarter routing – with the historical data in store, the system can easily redirect a frustrated customer who called yesterday to an agent who is efficient in handling calls in empathy.
- Call quality – your business now has clarity and crystal clear calls in hand. Modern sentiment analysis software for call centers ensures the human connection remains intact even at global scale.
- Emotion-based IVR routing – with AI sentiment analysis in IVR, the system can identify a customer who is in emotional turmoil and is constantly pressing the 0 button in IVR. such calls can be skipped from long queues and heard without delays.
Who Should Be Using This AI Sentiment Analysis?
AI sentiment analysis in cloud telephony can be mostly seen in large enterprises but in actuality they are needed in all service based businesses like:
- Call Centers: they deal with a number of calls and have the need for high-volume QA and real-time coaching.
- Healthcare Providers: To detect patient distress or urgency in emergency calls.
- Sales & Retention Teams: To identify “buying signals” or “at-risk” accounts during negotiation.
- SaaS Support: To prioritize technical issues that are causing high user frustration.
Conclusion
Every business wants to thrive in their field and the ultimate option to achieve this goal faster is to enable good customer experience. This is where the importance of AI sentiment analysis in cloud telephony comes to the forefront. Understanding the emotion of the customer and acting according to it makes a great difference. When they feel supported enough, your business will see a hike in customer retention.
To know more, check out our page or book a demo with Bonvoice.
Footnotes:
Behera, Sasmita. “How You Can Get The Most Out Of Sentiment Analysis.” Forbes, 17 Nov. 2022, www.forbes.com/councils/forbestechcouncil/2022/11/17/how-you-can-get-the-most-out-of-sentiment-analysis/.
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