{"id":30839,"date":"2022-11-10T06:00:00","date_gmt":"2022-11-10T14:00:00","guid":{"rendered":"https:\/\/insidebigdata.com\/?p=30839"},"modified":"2022-11-11T09:04:15","modified_gmt":"2022-11-11T17:04:15","slug":"why-your-call-center-needs-ai-powered-conversation-intelligence","status":"publish","type":"post","link":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/","title":{"rendered":"Why Your Call Center Needs AI-powered Conversation Intelligence"},"content":{"rendered":"\n

Call center employees have taken on more responsibility after a challenging couple of years. <\/p>\n\n\n\n

Pandemic-related stress, work-from-home policies, and economic instability required 70% of call center employees to deal with more emotionally charged customers<\/a> in 2021. Challenging calls led to increased talk times, forcing call centers to expand their workforce to accommodate. Compounding this challenge, increased turnover rates have contributed to longer wait times and overextended employees.<\/p>\n\n\n\n

It\u2019s not easy maintaining quality service in this environment. Technology can help fill both outbound sales and customer service gaps created by exiting employees. Specifically, real-time conversation intelligence technology gives call center reps the ability to handle unexpected customer service challenges while meeting key KPIs.<\/p>\n\n\n\n

Traditional call center monitoring solutions leave intel on the table<\/strong><\/p>\n\n\n\n

Traditional call center monitoring solutions are fairly straightforward. They typically record calls and save transcripts. But while this strategy accurately records call center conversations, the information it captures is often underutilized. And that means the organization misses out on opportunities to improve. <\/p>\n\n\n\n

Here\u2019s what I mean: Imagine a scenario in which a customer service rep finds a new way to successfully de-escalate a call with an angry customer. What comes next? The rep might tell their manager, who makes a note to schedule a training session about how to de-escalate angry customers a month from now or maybe adds a sentence to an onboarding document for new reps. This leaves other reps in the dark about the new tactic and precludes opportunities for immediate improvement. Reps can only benefit if they have easy access to the solution. <\/p>\n\n\n\n

Skill development is even harder with call center turnover rates now reaching as high as 80%<\/a>. It\u2019s difficult to develop common goals and understandings when four out of five people on your team will exit the business \u2014 managers must invest added time and energy to teach the same lessons to a new group of employees. <\/p>\n\n\n\n

Many call centers are recognizing the limitations of traditional recording software. Inbound call centers struggle to maintain high customer service while outbound call centers struggle to effectively reach prospects. Fortunately, conversation intelligence solutions can address both of these problems and prevent experienced representatives from going elsewhere.<\/p>\n\n\n\n

How can conversation intelligence optimize call center operations?<\/strong><\/p>\n\n\n\n

The capabilities of conversation intelligence tools extend well beyond transcription. AI-powered software can document quantitative metrics like the volume and velocity of calls as well as qualitative metrics like how effectively they handle objections. This technology enables sales reps to move through the sales funnel faster and customer service reps to address caller needs more efficiently.<\/p>\n\n\n\n

As the AI becomes more familiar with your organization, it recognizes patterns and common situations that reps encounter. From there, it identifies how certain actions or tactics affect the success rate of a call, filters through the information in real time, and offers smart suggestions to reps in-call. In the case of a rep who found a new way to de-escalate a call, they could flag the solution to their manager, who can then make it available for other reps on the team that same day.<\/p>\n\n\n\n

Think of conversation intelligence technology like vehicle GPS. Conversation intelligence reroutes a conversation much like GPS suggests an alternate route based on variables like traffic congestion \u2014 only in this case, it coaches call center reps to avoid potential missteps and help the customer faster. And the best part? This type of coaching is effective at any scale.<\/p>\n\n\n\n

The value to new and underperforming employees is significant. Instead of struggling through unique call situations alone, they have the collective experience of the entire team at their fingertips. <\/p>\n\n\n\n

Conversation intelligence tools are the antidote for employee attrition<\/strong><\/p>\n\n\n\n

As customers expect faster response times and sales prospects become harder to reach, call center leaders are watching experienced employees walk out the door. Conversation intelligence helps your organization overcome these challenges through intuitive real-time coaching and post-call analysis \u2014 capabilities that empower your organization to maintain top-notch service regardless of turnover rates.<\/p>\n\n\n\n

About the Author<\/strong><\/p>\n\n\n

\n
\"\"<\/figure><\/div>\n\n\n

As VP of Product Management, Brian Steele leads Gryphon.ai<\/a>‘s Product Management and Quality Engineering teams. He brings over two decades of knowledge and experience in software engineering, application architecture, mobile applications, analytics, and product management leadership. Brian\u2019s broad experience helps Gryphon navigate the demands of our customers’ desire for continuous improvement and brings innovative new solutions to market for sales effectiveness and analytics.<\/em><\/p>\n\n\n\n

Sign up for the free insideBIGDATA newsletter<\/a>.<\/em><\/p>\n\n\n\n

Join us on Twitter: https:\/\/twitter.com\/InsideBigData1<\/a><\/em><\/p>\n\n\n\n

Join us on LinkedIn: https:\/\/www.linkedin.com\/company\/insidebigdata\/<\/a><\/em><\/p>\n\n\n\n

Join us on Facebook: https:\/\/www.facebook.com\/insideBIGDATANOW<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

In this contributed article, Brian Steele, VP Product Management at Gryphon.ai, discusses how conversational AI tools in call centers are developing language modeling and predictive analytics to help sales representatives streamline the sales process. <\/p>\n","protected":false},"author":10513,"featured_media":23385,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"footnotes":""},"categories":[526,65,115,87,180,56,97,1],"tags":[437,839,1085,95],"acf":[],"yoast_head":"\nWhy Your Call Center Needs AI-powered Conversation Intelligence - insideBIGDATA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Your Call Center Needs AI-powered Conversation Intelligence - insideBIGDATA\" \/>\n<meta property=\"og:description\" content=\"In this contributed article, Brian Steele, VP Product Management at Gryphon.ai, discusses how conversational AI tools in call centers are developing language modeling and predictive analytics to help sales representatives streamline the sales process.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/\" \/>\n<meta property=\"og:site_name\" content=\"insideBIGDATA\" \/>\n<meta property=\"article:publisher\" content=\"http:\/\/www.facebook.com\/insidebigdata\" \/>\n<meta property=\"article:published_time\" content=\"2022-11-10T14:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-11-11T17:04:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/insidebigdata.com\/wp-content\/uploads\/2019\/10\/Artificial_intelligence_3_SHUTTERSTOCK.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"250\" \/>\n\t<meta property=\"og:image:height\" content=\"239\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Editorial Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@insideBigData\" \/>\n<meta name=\"twitter:site\" content=\"@insideBigData\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Editorial Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/\",\"url\":\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/\",\"name\":\"Why Your Call Center Needs AI-powered Conversation Intelligence - insideBIGDATA\",\"isPartOf\":{\"@id\":\"https:\/\/insidebigdata.com\/#website\"},\"datePublished\":\"2022-11-10T14:00:00+00:00\",\"dateModified\":\"2022-11-11T17:04:15+00:00\",\"author\":{\"@id\":\"https:\/\/insidebigdata.com\/#\/schema\/person\/2949e412c144601cdbcc803bd234e1b9\"},\"breadcrumb\":{\"@id\":\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/insidebigdata.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Why Your Call Center Needs AI-powered Conversation Intelligence\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/insidebigdata.com\/#website\",\"url\":\"https:\/\/insidebigdata.com\/\",\"name\":\"insideBIGDATA\",\"description\":\"Your Source for AI, Data Science, Deep Learning & Machine Learning Strategies\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/insidebigdata.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/insidebigdata.com\/#\/schema\/person\/2949e412c144601cdbcc803bd234e1b9\",\"name\":\"Editorial Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/insidebigdata.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/e137ce7ea40e38bd4d25bb7860cfe3e4?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/e137ce7ea40e38bd4d25bb7860cfe3e4?s=96&d=mm&r=g\",\"caption\":\"Editorial Team\"},\"sameAs\":[\"http:\/\/www.insidebigdata.com\"],\"url\":\"https:\/\/insidebigdata.com\/author\/editorial\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Why Your Call Center Needs AI-powered Conversation Intelligence - insideBIGDATA","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/","og_locale":"en_US","og_type":"article","og_title":"Why Your Call Center Needs AI-powered Conversation Intelligence - insideBIGDATA","og_description":"In this contributed article, Brian Steele, VP Product Management at Gryphon.ai, discusses how conversational AI tools in call centers are developing language modeling and predictive analytics to help sales representatives streamline the sales process.","og_url":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/","og_site_name":"insideBIGDATA","article_publisher":"http:\/\/www.facebook.com\/insidebigdata","article_published_time":"2022-11-10T14:00:00+00:00","article_modified_time":"2022-11-11T17:04:15+00:00","og_image":[{"width":250,"height":239,"url":"https:\/\/insidebigdata.com\/wp-content\/uploads\/2019\/10\/Artificial_intelligence_3_SHUTTERSTOCK.jpg","type":"image\/jpeg"}],"author":"Editorial Team","twitter_card":"summary_large_image","twitter_creator":"@insideBigData","twitter_site":"@insideBigData","twitter_misc":{"Written by":"Editorial Team","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/","url":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/","name":"Why Your Call Center Needs AI-powered Conversation Intelligence - insideBIGDATA","isPartOf":{"@id":"https:\/\/insidebigdata.com\/#website"},"datePublished":"2022-11-10T14:00:00+00:00","dateModified":"2022-11-11T17:04:15+00:00","author":{"@id":"https:\/\/insidebigdata.com\/#\/schema\/person\/2949e412c144601cdbcc803bd234e1b9"},"breadcrumb":{"@id":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/insidebigdata.com\/2022\/11\/10\/why-your-call-center-needs-ai-powered-conversation-intelligence\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/insidebigdata.com\/"},{"@type":"ListItem","position":2,"name":"Why Your Call Center Needs AI-powered Conversation Intelligence"}]},{"@type":"WebSite","@id":"https:\/\/insidebigdata.com\/#website","url":"https:\/\/insidebigdata.com\/","name":"insideBIGDATA","description":"Your Source for AI, Data Science, Deep Learning & Machine Learning Strategies","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/insidebigdata.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/insidebigdata.com\/#\/schema\/person\/2949e412c144601cdbcc803bd234e1b9","name":"Editorial Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/insidebigdata.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/e137ce7ea40e38bd4d25bb7860cfe3e4?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e137ce7ea40e38bd4d25bb7860cfe3e4?s=96&d=mm&r=g","caption":"Editorial Team"},"sameAs":["http:\/\/www.insidebigdata.com"],"url":"https:\/\/insidebigdata.com\/author\/editorial\/"}]}},"jetpack_featured_media_url":"https:\/\/insidebigdata.com\/wp-content\/uploads\/2019\/10\/Artificial_intelligence_3_SHUTTERSTOCK.jpg","jetpack_shortlink":"https:\/\/wp.me\/p9eA3j-81p","jetpack-related-posts":[{"id":27989,"url":"https:\/\/insidebigdata.com\/2021\/12\/20\/3-ways-ai-can-boost-conversational-intelligence-across-your-enterprise\/","url_meta":{"origin":30839,"position":0},"title":"3 Ways AI Can Boost Conversational Intelligence Across Your Enterprise","date":"December 20, 2021","format":false,"excerpt":"[SPONSORED POST] Artificial Intelligence can both help and scale human effort in building the conversational intelligence across the enterprise that drives successful business outcomes. In this eBook from Veritone, we will explore three common use cases of AI applied to customer conversations: contact center insights, social media insights, and conversational\u2026","rel":"","context":"In "AI Deep Learning"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/insidebigdata.com\/wp-content\/uploads\/2021\/12\/Veritone-AI-boost-Intelligence-Cover-image.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":29038,"url":"https:\/\/insidebigdata.com\/2022\/04\/14\/mythbusting-top-three-misconceptions-of-conversational-ai\/","url_meta":{"origin":30839,"position":1},"title":"Mythbusting: Top Three Misconceptions of Conversational AI\u00a0","date":"April 14, 2022","format":false,"excerpt":"In this special guest feature, Derek Roberti, Vice President of Technology at Cognigy, offers 3 top misconceptions about conversational AI. He\u2019ll demystify conversational AI in a way that makes deploying it a no-brainer and in turn will drastically improve customer and employee experiences.","rel":"","context":"In "AI Deep Learning"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/insidebigdata.com\/wp-content\/uploads\/2022\/04\/Derek-Roberti.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":33125,"url":"https:\/\/insidebigdata.com\/2023\/08\/15\/evolution-of-conversational-intelligence-in-healthcare\/","url_meta":{"origin":30839,"position":2},"title":"Evolution of Conversational Intelligence in Healthcare","date":"August 15, 2023","format":false,"excerpt":"In this contributed article, Michael Armstrong, Chief Technology Officer at Authenticx, discusses how AI-driven tools play an increasingly significant role in analytics, including those used to improve customer experience, by extracting valuable, actionable data insights. AI and ML enable healthcare organizations to more effectively listen to \u2014 and better understand\u2026","rel":"","context":"In "AI Deep Learning"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/insidebigdata.com\/wp-content\/uploads\/2023\/08\/Machine_Learning_shutterstock_742653250_special.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":26850,"url":"https:\/\/insidebigdata.com\/2021\/08\/09\/not-all-conversational-platforms-are-created-equal-what-makes-virtual-advisors-unique\/","url_meta":{"origin":30839,"position":3},"title":"Not All Conversational Platforms Are Created Equal; What Makes Virtual Advisors Unique","date":"August 9, 2021","format":false,"excerpt":"In this special guest feature, Michele Pini, SVP of Technology at iGenius \u2013 the company powering virtual advisor \u2013 crystal, examines how a virtual advisor can basically function like another co-worker. By using technology like conversational AI and natural language processing (NLP), advisors have a conversational flow when employees have\u2026","rel":"","context":"In "AI Deep Learning"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/insidebigdata.com\/wp-content\/uploads\/2021\/08\/Michele-Pini.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":31472,"url":"https:\/\/insidebigdata.com\/2023\/01\/25\/hello-this-is-your-personal-ai-assistant-the-future-of-conversational-ai\/","url_meta":{"origin":30839,"position":4},"title":"Hello, this is Your Personal AI Assistant: The Future of Conversational AI","date":"January 25, 2023","format":false,"excerpt":"In this special guest feature, Adnan Masood, PhD, Chief AI Architect, UST, believes the ultimate goal of conversational AI is to let people interact naturally with business services through these interfaces, facilitating human-machine interaction, and he's hopeful that we are on a path to achieving this.","rel":"","context":"In "AI Deep Learning"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/insidebigdata.com\/wp-content\/uploads\/2023\/01\/Adnan-Masood.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":26800,"url":"https:\/\/insidebigdata.com\/2021\/07\/31\/infographic-the-rise-of-ai-in-the-call-center-industry\/","url_meta":{"origin":30839,"position":5},"title":"Infographic: The Rise of AI in the Call Center Industry","date":"July 31, 2021","format":false,"excerpt":"Artificial intelligence will soon break into the call center industry even more to complement the work of human agents, and its wide potential applications are promising. The infographic below courtesy of our friends over at Executive Boutique will show you some statistics about artificial intelligence and how call centers can\u2026","rel":"","context":"In "AI Deep Learning"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/insidebigdata.com\/wp-content\/uploads\/2021\/07\/Rise-of-AI-Infographic.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]}],"_links":{"self":[{"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/posts\/30839"}],"collection":[{"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/users\/10513"}],"replies":[{"embeddable":true,"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/comments?post=30839"}],"version-history":[{"count":0,"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/posts\/30839\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/media\/23385"}],"wp:attachment":[{"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/media?parent=30839"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/categories?post=30839"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/insidebigdata.com\/wp-json\/wp\/v2\/tags?post=30839"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}