Conversation intelligence is smart enough for you to analyze conversations at a contextual level, providing you with optimized intelligence. Actions can be recommended, and executed, in real-time. You can quickly identify and strategically act upon patterns and trends from mountains of data. And you can smartly surface documents (like invoices, or emails) at the exact point in the customer journey they are needed.
What do we mean by workflow automation?
Workflow automation is the ability to spare humans from performing repetitive, manual tasks and have a machine do them instead. You can use conversation intelligence to automate workflow tasks, like summarizing a sales call’s topics and action items, or processing invoices automatically.
This doesn’t mean machines are taking over though! Think of workflow automation as a relief to both employee and employer, while providing value to the business in terms of efficiencies that can save time and money.
If your employees don’t need to spend time on tasks that can be automated, then they’re free to focus on areas where they can be more creative and add more value.
Business needs this workflow automation technology. A Dell Technologies’ Digital Transformation Index II survey revealed that around 78% of businesses wanted digital transformation to be more widespread throughout their organization. And 51% recognized that their business would struggle to meet changing customer demands within five years without some kind of digital intervention.
Combining the two powerful technologies of process automation and conversation data can offer businesses a powerful competitive edge by improving efficiency, productivity, profit, and customer satisfaction, and also avoiding errors.
What is the missing piece in workflow automation?
Conversation intelligence. It’s smart enough to analyze conversations at a contextual level, providing optimized intelligence such as insights in real time, and automatic generation of documents.
Conversations are messy because they’re unstructured. They also produce a lot of data. If you give this data to humans to analyze, accuracy can be poor — especially if they’re listening to thousands of audio and/or video streams (like customer service phone calls).
The problem with human analysis is it’s likely to be subjective and contain bias. But, if you use a machine, then your analysis won’t be biased and accuracy will be high if the audio quality is good.
Applying conversation intelligence to voice and video for workflow automation
To automate workflow, you can use a conversation intelligence platform like Symbl.ai, which provides real time and contextual AI capabilities. Symbl.ai has a secure and scalable infrastructure, and programmable APIs and SDKs for developers, all without any need to build or train a machine learning model.
Here are some examples of how conversation intelligence can be used with voice and video for workflow automation.
1. Recommending actions in real-time
You can connect Symbl.ai’s conversation intelligence to a customer service call to enable contextual understanding of what is being said, provide insights analysis of topics, follow-ups, action items, and questions in real-time so the agent who listens to the call can focus on the customer’s needs.
This means your customer service agent doesn’t need to take any notes. For example, if your customer asked three questions, these can be reviewed in real time and intelligent answers proposed, helping the current agent and any subsequent agent if your customer is transferred. The new agent would be able to see the topics and action items straight away. Your customer doesn’t need to repeat him or herself, which saves time and creates a more positive and efficient experience for both the customer and the agent.
Another powerful feature that Symbl.ai’s conversation intelligence provides to enhance workflow automation is called “Trackers”. Trackers (currently in beta) give reverse insights in real-time conversation. Imagine if you could track all meeting and call intents, for example whether the employee empathizes effectively or is polite. Symbl.ai can identify the intent of a phrase from the words spoken. And because Symbl.ai’s conversation intelligence can understand context, the conversation doesn’t need to include exactly what the machine has been taught.
All of these insights are especially useful for your business because they can identify where in a sales funnel a customer wants to disconnect. You can then understand where to target your efforts for improvement; be that training, resources, funding, or new processes.
2. Finding patterns after the event, and learning from them
A conversation intelligence API can also analyze data asynchronously, or “async” (after the event), from recorded audio or video files. If you use conversation intelligence, you can very quickly analyze and pull insights from enormous amounts of data – a task that would take a person exponentially more time.
For example, you could use conversation intelligence to spot a pattern of complaints about a particular product or analyze a trend of frequently asked questions. With these insights, you can identify customer pain points that you can use to create a business or marketing strategy. You can also assess which agents are good at certain points in the sales pipeline or complaints handling. This learning can then be scaled across the business to improve techniques across the customer services team.
3. Automatically generating payments, invoices, order forms, etc.
There are some tasks that take up a disproportionate amount of time to execute, but can be automatically generated by a machine — thanks to contextual understanding of past voice conversations — to automatically generate things such as invoices, order forms, follow-up surveys, standard emails, payments, etc.
You can teach your conversation intelligence machine to understand which documents need to be generated at specific points of the customer journey. At exactly the right moment in a conversation, the document that your salesperson needs to use can be automatically surfaced, personalized, and sent. By automating these actions, you can use conversation intelligence to cumulatively save a lot of time and remove the risk of mistakes, such as the wrong document being sent out.
Symbl.ai‘s conversation intelligence API can help your business drive workflow automation by understanding what is being said contextually. Symbl.ai provides all the tools to intelligently and autonomously enhance your business so you can focus your employee resources where they are most effective.
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