Speech Analytics uncovers value in rich data
The insurance company analyzes voice interactions to determine whether the caller is inclined to take out supplementary insurance or extend their existing tariff. The AI-based routing uses these insights and forwards the interaction to employees who specialize in sales in these business areas.
Voicebot as concierge – Contact Management
Provider: Genesys
Solution/Product: Genesys Interaction Analytics & Workforce Engagement Management
Saga introduced speech analytics to analyze agent-customer interactions and identify opportunities to improve agent performance and simplify customer interactions.
Challenge
- Increasing customer orientation
- Increasing customer knowledge and data capabilities
Benefit
- 5% increase in new business performance: Improving efficiency and effectiveness in sales
- 5% improvement year-over-year in customer ease: Simplifying customer interaction and experience
- 4% improvement in first call resolution: More efficient resolution of customer concerns at first contact
- 9% reduction in average handle times: Faster and more efficient processing of customer inquiries.
- 4% increase in customer satisfaction: Improving the overall customer experience and satisfaction
Solution
The implementation of workforce optimization, reporting and analytics by Genesys enabled Saga to gain key insights into customer interactions. The use of speech analytics led to a deeper analysis of conversations between agents and customers, which in turn improved service quality and led to measurable improvements in customer satisfaction and efficiency.