Building personalized and differentiated customer experiences (CX) creates loyalty between consumers and brands. Companies know this, and so do the customers who demand it.
The problem isn’t about accepting CX as being necessary. It’s about finding ways to capture data that empower brands to measure performance and identify opportunities for improvement. Many of the tools on the market don’t offer a complete end-to-end look at the customer journey, making it next to impossible to pinpoint what needs addressing.
Throw on top of that the need for deep, granular CX insights in real time so that businesses can act in the moment whilst they have the customer’s attention, and you can clearly see the dilemma.
Thankfully, voice intelligence is evolving to enable these capabilities. In the sections below you will learn how conversation AI is the next frontier when it comes to enhancing the customer experience.
Gather customer feedback—and sentiment
When a customer is unhappy with your product or service, you don’t want to wait days to get back to them. That’s enough time for the customer to give up on your brand and sign up with a competitor.
Context-aware conversation intelligence can empower teams to flag conversations that show negative sentiment so that they can follow up to ensure problems are resolved.
If multiple customers are giving similar feedback, teams will see a trend in those topics and know which issues to prioritize.
Customer feedback is often nuanced, making it challenging to identify and address issues at scale. When one has a high-level overview of customer insights, it’s easier to spot these nuances and take action.
Cut down on customer research time and internal flow of information
Traditional customer research requires hours of customer conversations, surveys, and focus groups to capture feedback. Throw on top of that the time needed to analyze these insights and you have weeks or even months of work to sift through.
AI-driven CX hastens this process by summarizing conversations, identifying sentiment, and flagging topics or keywords that reveal problems in your product or the overall experience of customer engagement.
With the in-depth information you gather with conversation intelligence, you get a better understanding of who your customers are and what their unique desires are. This enables you to identify features, updates, and other tweaks to make to your process or product to reduce churn.
Give actionable insights to customer-facing teams when it is most needed
Sales and support can use customer insights from CX AI to improve performance. For instance, sales teams can analyze the most popular questions, and concerns prospects have during calls. Then arm themselves with answers and resources to give leads who bring them up on their call.
Customer support teams can also use conversation intelligence to identify common issues customers have. Then, these teams can develop a knowledge base that answers questions and displays DIY walk-throughs to reduce the number of calls as well as customer support tickets.
A Zendesk report shows 71% of leaders say their agents are essential to driving sales. So, by equipping them with actionable customer insights they’ll be better prepared to overcome objections and close more deals.
Use AI to inform your CX strategy
Since the pandemic began, 60% of consumers say their customer service expectations have increased. However, only 54% feel organizations treat CX as an afterthought. If you’re serious about business growth, then building better customer experiences is critical to winning over the competition.
Below are several ways you can implement CX AI insights to enhance your customer experience strategy:
- Create and optimize a better customer journey map using insights from various customer touch points
- Improve collaboration between sales, support, and product teams to ensure alignment in creating a holistic customer experience
- Enhance your product or service based on the feedback of customers
- Create better communication experiences using real-time analytics and AI assistance to track your tone, solve problems, and offer the right answers while taking calls from customers
How can your superpower CX insights with conversation intelligence?
Conversation intelligence software collects customer data from conversations held on various platforms. For instance, it can capture insights from:
- Customer call recordings
- Customer chats (real-time or AI)
- Customer emails
The AI turns recordings into transcriptions, and then converts it—and text-based chats—into insights. The software analyzes the words to detect phrases that showcase happiness, discontent, and even confusion.
The software also creates summaries of important areas containing keywords. For example, it’ll organize your notes into sections based on sentiment that you can filter based on different moods or words.
“We deployed artificial intelligence tools to bridge the gap between practitioners and patients. As a consequence, we can give 24-hour service, assisting human therapists,” says Isaac Robertson, co-founder of Total Shape, in an interview.
Robertson isn’t a Symbl.ai customer, but he developed conversation AI chatbots to give patients a private and safe area to express their feelings.
“The same artificial intelligence chatbot may help therapists take notes and summarize sessions. This has drastically transformed the transparency and connection with clients.”
But AI doesn’t just summarize, it also offers a deep analysis of the findings. You can use this analysis to:
- Identify and track behavioral characteristics like empathy, politeness, anger, and joy
- Monitor and flag calls with unanswered questions, negative sentiment, or no follow-up scheduled
- Detect competitive mentions in sales calls and related questions to use to guide content creation
- Analyze sales calls to find product or feature questions to determine how to personalize product experiences
- Find upsell and conversion opportunities, detect reasons for churn, and proactively create offers to improve revenue goals
Understand customer conversations beyond keywords
Conversation intelligence is a method used to collect data from real-time conversations between AI or human representatives and customers. The goal is to gather insights, such as the topics discussed and the sentiment of the customer.
With conversation AI, you can automate the summarization of customer meetings into helpful notes, and determine whether the customer is happy, upset, or disappointed. It even points out keywords, such as competitor names to identify potential retention issues.
Everything’s collected in real-time, empowering your sales and support teams to capture opportunities to make the situation and CX better.
Stay ahead by using conversation intelligence in your CX strategy
Understanding your customers is vital to developing an experience that caters specifically to their needs. However, gathering this information is time-consuming, especially when using manual methods such as surveys.
Poring over data can take days—and that’s not good when your customers have an issue that needs resolving immediately. A McKinsey report shows that 25% of customers will leave after only one negative experience.
And in this McKinsey report, companies find surveys to be a subpar means of collecting real-time information from customers. It’s ineffective because surveys are:
- Limited, because only 7% of the customer’s voice is shared with CX leaders
- Reactive instead of proactive
- Ambiguous and don’t always get to the root of a customer’s problems
- Unfocused, which prevents CX leaders from calculating the potential ROI of decisions
- Non-transparent, especially for executives
This isn’t the case with real-time CX solutions.
The best part is that Symbl.ai offers users an API that can be integrated with your tech stack. So whether you use email, chatbots, ticketing systems, or virtual calls, Symbl.ai’s software can capture important insights from each human-to-human conversation.
Ready to see for yourself how it works? Speak with an expert today to learn how Symbl.ai can benefit your customer experience.