AI-Mediated Conversations (AI-MC)

Matching agents with customers leads to meaningfully improved call outcomes and better customer experiences

AI-Mediated Conversations (AI-MC)

Matching agents with customers leads to meaningfully improved call outcomes and better customer experiences

Gartner logo

Gartner includes the AI-Mediated Conversations Bank case-study in their June 2020 report ‘3 Best Practices for Product Managers to Drive Adoption of Emotion AI Technology’

Read more >

Gartner logo

Gartner includes the AI-Mediated Conversations Bank case-study in their June 2020 report ‘3 Best Practices for Product Managers to Drive Adoption of Emotion AI Technology’
Read more >

Agent Customer Match Behavioral Signals

Bringing Together The Right People for the Best Conversations

AI-Mediated Conversations(AI-MC) is an automated call routing solution that uses emotion AI and voice data to match the customer to the best-suited agent to handle the specific call. This match is based on profile data and our superior algorithms developed from years of research and experience in NLP and Behavioral Signal Processing.

Whatever the objective, there is always a catalyst that would allow both sides to reach the desired result. That contributing factor is usually a simple and naturally occurring human process: the affinity or rapport developed between people. Regardless of the type of business communication (sales call, support, collection), it will always be an interaction between real humans, where rarely is the affinity identical between two pairs of people. We have specific behaviors and traits that help us get along with some people, better than with others.

Improve Outcomes

Guide the conversation dynamic in order to increase collections or sales by predicting which customer-agent match will yield the best chance of a promise to pay or buy.

Reduce Costs

Working with optimal customer-agent behavioral matching means building great rapport between two humans, which can lead to less handling time and first call resolution. Not to leave out how a good conversation can lead to a positive reputation and love for a brand.

Behavioral Signals Agent-Customer matching

Digital Transformation with Conversational AI

CASE STUDY: NATIONAL EU BANK

Case Study: Agent Customer Matching 20.1% ROI- Behavioral Signals

A large EU national Bank, evaluated Behavioral Signals’ agent customer matching solution to boost the effectiveness and efficiency of their call center. The solution was deployed on premises in a champion/challenger setup demonstrating a significant ROI with an actual increase of active debt restructuring applications by 20.1% in total. On top of that, this improvement was essentially achieved with 7.6% fewer calls, leading to additional cost reductions. In absolute numbers, these results actually correspond to approximately $7.5M USD of additional restructured debt for the Bank over the course of this evaluation.

A call center executive also claimed that interactions between well-matched agents and customers appear to be much smoother overall. “It’s impressive! While walking around in the call-center, one can immediately tell the difference between these agents and the others: the level of tension in their interactions is considerably lower”.

Beyond the Obvious Win-Win

Customer Satisfaction

Customer Satisfaction

Beyond the improved performance, positive conversations do end with satisfied customers and fulfilled agents. Treat each customer uniquely and provide them the best service you can offer in order to achieve the results you want. Learn from your best performing agents and focus on positive emotional and behavioral examples to guide everyone’s conversation dynamic.

Employee Attrition by Behavioral Signals

Agent Attrition

Offer your agents a tool that will help them be more effective and satisfied with their work. Avoid disengagement and frustration by allowing them to excel at what they’re good at. Agent Customer Matching can help you build up your people, coach them to perform better, find purpose and fulfilment while you minimise attrition.

Compliance & Reputation by Behavioral Signals

Brand Reputation

A happy customer means brand loyalty and great word of mouth. Everyone wants to tell a good story of a conversation that went well and might lead to a good outcome without frustration and bad feelings. Good conversations accumulate to positive reputation and love for a brand.

information

Articles

Want to read more on agent-customer matching (or call routing AI as it’s also known) and where it can be used? Head over to our article on AI-Mediated Conversations and How That Benefits Your Business or contact us now to discuss what we can do for your contact center

3 Best Practices for Product Managers to Drive Adoption of Emotion AI Technology

Gartner includes the AI-Mediated Conversations bank case-study in their June’20 report 3 Best Practices for Product Managers to Drive Adoption of Emotion AI Technology. Get the report >

Articles

Want to read more on agent-customer matching (or call routing AI as it’s also known) and where it can be used? Head over to our article on AI-Mediated Conversations and How That Benefits Your Business or contact us now to discuss what we can do for your contact center

3 Best Practices for Product Managers to Drive Adoption of Emotion AI Technology

Gartner includes the AI-Mediated Conversations bank case-study in their June’20 report 3 Best Practices for Product Managers to Drive Adoption of Emotion AI Technology. Get the report >

So what are you waiting for?

Behavioral Signals - Get started and win

So what are you waiting for?

Behavioral Signals - Get started and win