The company wanted to investigate whether Behavioral Signals’ technology would be able to address the average 75% ‘immediate refusal’ issue within the first 30 seconds of the outbound call, and what effect that would have on overall agent efficiency and sales. The CEO of the company believes reduction of immediate refusal is strongly correlated with increase in sales. After discussing with us their options they decided to kickoff their pilot focusing on integrating AI-MC, on-premises.
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 salesperson or 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 natural language processing(NLP) and Behavioral Signal Processing.
AI-MC can use historical data to match each agent to the right salesperson, and it can also continue monitoring and measuring key factors in voice to deduce propensity-to-buy, in real-time during a call, with over 81% probability.
This allowed the company to, not only route calls according to the AI-MC matching algorithm but also build an internal software application that showed the propensity-to-buy (PTB) score, live on their screens, empowering each salesperson to up their game by helping them change their approach, on the fly, thus improving agent engagement and performance.
The Customer Experience Provider has already integrated AI-MC in their telephony system for outbound sales calls. This has resulted not only in more sales but also an overall increase in sales performance by 70%
A Leading European ‘Customer Experience Provider’, as it refers to itself, with over 2000 agents in 7 contact centers across 5 European countries, is a market leader in outbound, inbound and winback campaigns, qualitative surveys, and result oriented targeted marketing.
– Virtual appliance on-premise
– No external access, in compliance with the corporation’s strict security protocols
– Initial POV
– 8% DECREASE ON IMMEDIATE REFUSAL SALES CALLS
– 18% INCREASE IN SALES
The CEO of the company, after, seeing AI-MC at a conference: “The conference had a session on Contact Center software that showed how this innovative technology of the future was delivering significant benefits today,” he said. “I could immediately see many different ways that AI-MC could help our contact center, and I knew that Behavioral Signals was a perfect fit for us.”