We’ve all read the stats, the surveys, and the articles: when companies connect with customers’ emotions, the payoff can be huge. The Temkin Group found that while all three components of customer experience – success, effort, and emotion – have a strong effect on loyalty, emotion turns out to be the most important element. According to the Harvard Business Review, consumers who are emotionally connected with a brand are anywhere from 25% to 100% more valuable in terms of revenue and profitability than those who are “merely” highly satisfied with it.
Customer Experience Score (CSAT)
The Customer Experience Score measures the customer’s experience and satisfaction during the conversation, in real-time, or post-interaction from recorded calls. Traditional CSAT predictors only take into account what was being said during the conversation, while our estimators use both voice and text based metrics to capture emotions and behaviors, from voice, producing a more accurate and complete picture of the customer journey. Each event of the interaction can be directly attributed to specific aspects of the agent’s performance (politeness, engagement, positivity, etc.), so as to provide actionable insight into ways of improving CSAT scores. Meanwhile, these insights will help you decode the conversational elements that emotionally resonate with your customers, and train your agents’ soft skills, focusing on positive emotional and behavioral examples to guide their conversation dynamic.
Customer Engagement Score
Our Customer Engagement Score allows you to dive deeper into the customer’s engagement levels and estimate their probability of churn, NPS and CLV. Discover specific agent performance flaws or product/service weaknesses and use the information to help you during root-cause analysis and appropriate intervention, e.g., loyalty campaigns.
Attracting or maintaining customers and winning their loyalty isn’t merely about the product or service you’re giving them. It’s more about the experience that creates an emotional connection between the customer and the brand. How they feel about their experience can damage — or improve — their brand love and loyalty.
Increasing customer satisfaction means bolstering your own reputation as a contact center. Monitoring a customer’s experience means you can take immediate action and intervene to minimize emotional burden, avoid escalations, and increase agents’ emotional intelligence to enhance call performance.
In a world where social media are the main channels of information, for most consumers, a bad review can impact both the brand and the communication channel. The right kind of AI tools can help a contact center understand customers feelings better, be proactive, and provide their agents with solutions that work.
Looking for a credible ASR solution? Utilize Oliver’s powerful ASR and add to the mix PCI detection and redaction (always important to protect personal data), keyword spotting, topic detection, conversation summary, and our prime offering… emotion recognition.
Feeling confident in working with APIs and raw outputs? Whether it’s for a virtual assistant on a mobile phone, on the web, in a car, on a smart speaker, or for a social robot, you can now design and build engaging interactions that can seamlessly benefit from our internationally acclaimed speech emotion recognition technology. Introduce Emotion AI for Voice with our robust and fast evolving OliverAPI
Whether it’s customer experience, quality monitoring or predicting intent we probably have a key performance indicator that can fit your business. If not, we would be more than happy to discuss your pain points and see how our technology can serve your business needs. We will be by your side from development to large scale deployment.
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