Sentiment analysis is the process of accessing the customer’s input to determine the emotions or sentiments expressed by the customer about the brand, product, and services provided by any market. Any customer-based firm uses sentiment analysis to understand their customer satisfaction on services provided by them.
In customer-based companies, sentiment analysis is often used to find happy and unhappy customers through feedback, email, or conversation with the customer services representative. Here we described how sentiments are identified from the audio recordings using AISS-VoiceProfiler in call centers for improving customer experience.
AISS-VoiceProfiler is one of the microservices from the AISS platform to understand the sentiment and emotions expressed in the audio recordings. Its been developed with the help of state-of-the-art Natural Language Processing (NLP) and Deep Learning technologies.
To determine the sentiments the most commonly used metric is text, but it is not the same all the time. It does not give the proper results. Sometimes, “sarcastic” sentences/text will be misclassified. To avoid this, we have developed the AISS-VoiceProfiler system, which directly uses the tone of the speaker in the audio to profile the sentiments as well as emotions.
AISS-VoiceProfiler for Call-Center
Call-centers usually deal with present customer issues and concerns. The conversations that occur through a call center are packed with vital intelligence that can help a company looking to improve customer experience through its pricing, products, service, etc.
AISS-VoiceProfiler is a system used to analyze the voice samples recorded in the call center and determine the overall sentiments and emotions expressed in the conversation. Traditional methods followed by sentiment analysis are analyzing the feedback forms, email conversation, and reviews, etc. which are mostly based on text analytics, it would take a much longer time to understand the sentiments from the text.
In contact centers this is not the scenario, most of the customers will express their sentiments during the conversation with the customer service representative. It is really hard for humans to understand and process the customer’s sentiments when the rate of calls is very high.
To overcome this we have developed the AISS-VoiceProfiler system, as explained before this system can use the recorded conversation from call centers and determine the emotions and sentiments directly by using the tone of the speaker.
Benefits of VoiceProfiler
Customer Satisfaction is the most important factor that helps any business firm, government agencies, companies, and nonprofit organizations which rely on consumers. By identifying the customer sentiments towards the services or products, the company can best improve or change their services and products to meet customer’s expectations.
Reduce Customer Churn:
Customer Churn is most important in business. It is used to identify the unhappy customer or the customers who stopped using the company’s product. With the sentiment identified by the AISS-VoiceProfiler, the company call-center can identify the dissatisfied customers through the conversation. This enables the agents to offer a smooth service and quick resolution to the query and ultimately retain the customer.
Improving Products and Services:
AISS-VoiceProfiler could help call-centers to improve their product and services by identifying the negative sentiments from the recorded calls between customer and call-center representatives and by improving the services and products by making needed changes.
The AISS-VoiceProfiler system can be used for audio files in almost any format to understand the overall sentiment and emotions expressed in the respective audio files. Not only call-centers but this system can also be used in many other sectors such as medical, retail, government organizations, banking, etc.
Unlike the traditional way of identifying business objectives and then developing complete products around those business requirements, primary techs of AISS can be seamlessly integrated with each other in various sequences to create a complete solution which can achieve specific business requirements thereby greatly reducing associated time and costs.
If you would like our experts to provide a walkthrough of the AISS, please request a demo by filling out the form. A member of our team will reach out to you shortly to schedule a meeting.