Annie Weckesser, CMO, Uniphore (@asheaw), talks with Jeff Frick at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA.
#CX #Comcast #theCUBE
https://siliconangle.com/2019/11/14/conversational-ai-solutions-help-improve-call-center-efficiency-comcastinnovation/
Conversational AI solutions help improve call-center efficiency
Businesses are using artificial intelligence solutions in a number of useful ways, including effectively detecting customer sentiment. Automation company Uniphore Software Systems Private Ltd. provides its clients with conversational AI solutions so they get the information they need to solve customer problems in less time, with hopes of increasing call-center efficiency and customer satisfaction, according to Annie Weckesser (pictured), chief marketing officer of Uniphore.
“Large enterprises have massive call centers, where we want to go in and help them with AI and automation,” Weckesser said. “We want to help better listen to their customers, help better listen to the customers voice, and solve the problems in a faster manner.”
Weckesser spoke with Jeff Frick (@JeffFrick), host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event at the Comcast Silicon Valley Innovation Center in Sunnyvale, California. They discussed the next-level tools Uniphore delivers to call centers (see the full interview with transcript here). (* Disclosure below.)
Reducing after-call work
One way AI and automation can help call centers is to reduce the work of agents after the calls. Following the calls, agents spend two to three minutes summarizing the conversation, according to Weckesser. New Uniphore technology automatically summarizes the call, and the agent only needs to validate it, which reduces this process time to 10 seconds.
“That not only saves the agent time to either pick up more calls and help other customers, it can also get them off the phone in a quicker manner to save the call center more money,” she said.
Often, only between 1% and 10% of calls are listened to in calls centers, Weckesser added. “We can listen to a 100% of those calls, and our technology will serve you up coaching mechanism in terms of getting to faster resolution for the customer and getting them better insights to be almost a superhero of an agent,” she stated.
The idea is to provide much more than just a transcript of the call. The records allow companies to go back to the conversations to analyze the data, categorizing the types of calls and outcomes, for example.
“The time is really the premium,” she said. “So, the number one focus is giving people time back, and whether that’s the customer who’s calling in and you want to solve an issue and get them faster resolution or whether that’s the agent that wants to free up more time.”
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the Comcast CX Innovation Day event. (* Disclosure: TheCUBE is a paid media partner for the Comcast CX Innovation Day event. Neither Comcast Corp., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
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Annie Weckesser, Uniphore | Comcast CX Innovation Day 2019
Annie Weckesser, CMO, Uniphore (@asheaw), talks with Jeff Frick at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA.
#CX #Comcast #theCUBE
https://siliconangle.com/2019/11/14/conversational-ai-solutions-help-improve-call-center-efficiency-comcastinnovation/
Conversational AI solutions help improve call-center efficiency
Businesses are using artificial intelligence solutions in a number of useful ways, including effectively detecting customer sentiment. Automation company Uniphore Software Systems Private Ltd. provides its clients with conversational AI solutions so they get the information they need to solve customer problems in less time, with hopes of increasing call-center efficiency and customer satisfaction, according to Annie Weckesser (pictured), chief marketing officer of Uniphore.
“Large enterprises have massive call centers, where we want to go in and help them with AI and automation,” Weckesser said. “We want to help better listen to their customers, help better listen to the customers voice, and solve the problems in a faster manner.”
Weckesser spoke with Jeff Frick (@JeffFrick), host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event at the Comcast Silicon Valley Innovation Center in Sunnyvale, California. They discussed the next-level tools Uniphore delivers to call centers (see the full interview with transcript here). (* Disclosure below.)
Reducing after-call work
One way AI and automation can help call centers is to reduce the work of agents after the calls. Following the calls, agents spend two to three minutes summarizing the conversation, according to Weckesser. New Uniphore technology automatically summarizes the call, and the agent only needs to validate it, which reduces this process time to 10 seconds.
“That not only saves the agent time to either pick up more calls and help other customers, it can also get them off the phone in a quicker manner to save the call center more money,” she said.
Often, only between 1% and 10% of calls are listened to in calls centers, Weckesser added. “We can listen to a 100% of those calls, and our technology will serve you up coaching mechanism in terms of getting to faster resolution for the customer and getting them better insights to be almost a superhero of an agent,” she stated.
The idea is to provide much more than just a transcript of the call. The records allow companies to go back to the conversations to analyze the data, categorizing the types of calls and outcomes, for example.
“The time is really the premium,” she said. “So, the number one focus is giving people time back, and whether that’s the customer who’s calling in and you want to solve an issue and get them faster resolution or whether that’s the agent that wants to free up more time.”
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the Comcast CX Innovation Day event. (* Disclosure: TheCUBE is a paid media partner for the Comcast CX Innovation Day event. Neither Comcast Corp., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
