With the recent Pega Acquisition Qurious io (for Al-Powered Speech Analytics), the dynamics of Call Center solution in CRM would be changed in coming days Both Inbound & outbound service calls can be analyzed in real time. Qurious io's speech to text conversion capabilities, Natural Language Processing (NLP), and emotion detection capabilities to analyze the dialog within each customer service call real-time insights can be feed to PEGA's Centralized Decisioning Brain to improve customer interactions, make better recommendations, and boost customer loyalty and sales. I am expecting a major announcement on this topic in PEGAWorld 2021 planned on 04-May-2021.
Major clients adopted PEGA CDH solution as Marketing tool and exposed their Decisioning logic as a Service to integrate with Organizations Proprietary legacy complex call center software to service customers. There is an Increasing demand for combining Real Time speech Analysis In-sight with PEGA's Decisioning Engine to solve many known business problems exist today in Call-Center application Call Center is a very good channel to connect with customers, understanding the feedback for our products and services and most importantly the customer concerns, emotions and feedback (both verbal and non-verbal sentiments) etc.
Improve Strategic Business Decisions
Improve strategic decisions basis sentiment and conversation insights to understand your customers better to refine your future serviceability and product offerings
Manage Operations Efficiency
Basis the conversation analytics reports analyze your team's performance in handling the conversations and design future training courses for Call Center Agents. The outcome will be smooth chent handling benefits while offering improved Customer Experience.
Accuracy
Make more sense of transcription with domain specific targeted words/phrases likes addresses, currencies, years, abbreviations etc.
Couple of Call Center usecases we can solve with the help of Al Powered Real-Time Speech Analytics in PEGA Decisioning & Marketing Contact center solution to improve the customer experience by providing real-time update about the offers, services.
Keyword Spotting:
Focus & identify specific Keywords and parses to filter only the relevant conversations derive domain specific insights & performance Speech Analytics keyword can be used in Decisioning Engine to pitch Sales/Service specific messages in Real-time.
Theme Discovery
Identity the Intent & purpose of the conversation to take proactive actions and manage them better.
Customer Segment Identification
Create & identify the new customer segments based on their conversations to enhance the personalized experience.
Root Cause Analysis
Once PEGA NLP categorized the calls using Real-Time Speech Analytics, PEGA Decisioning capability can be utilized to make Product recommendations. Result of the Decisioning outcome can be used to device the root cause combining NLP results. It will help us to find out what you do not know to look for.
Reps' Conversation Analysis
Analyze Reps conversational etiquette like talk to listen Ratio and speech ratio to plan the Rep's personalized training Analyze every conversation and identity the trends or insights per Agent/Employee.
Real Time Alerts
Trigger Real-Time notification on the occurrence of custom words or events important to an Organization. Primarily to Save the customers when the customer identified as High-Risk customers and the likelihood of churning is High.
Soon I will be publishing detailed usecases and the benefits organization can unlock with the help of Speech Analytics in PEGA Decisioning. Stay tuned!
Happy Learning,
Nanjundan Chinnasamy
