The Fintech Times and Polly Jean Harrison spoke with Rana Gujral about Behavioral Signals and AI Mediated Conversations – an AI-first approach for contact centers and revenue recovery and how AI is changing how banks communicate with their customers. Behavioral Signals transforms customers’ experience with AI-Mediated Conversation (AI-MC) technology by automatically matching each customer to the best-suited agent using voice data and emotion AI.

We offer a new level of communication with customers by leveraging our advanced acoustics engine to not only discover genuine emotion but also predict the speaker’s intent via behavioral analysis.

Rana Gujral, CEO at Behavioral Signals

Rana talked about Emotion AI, or else, affective computing, the high demands for digital transformation, how companies are looking for ways to incorporate emotional intelligence into their communication systems, and the need for a more human form in our digital communication with customers, patients, and product users. By deducing intelligent and actionable insights from voice using deep learning and NLP, and building profiles of customers and call-center agents based on past interactions, Behavioral Signals AI-MC solution matches customers with agents.

According to Rana and based on a recent case study, AI-MC can be extremely helpful to call centers and financial institutions. AI-Mediated Conversations and predictive models that evaluate customers in real-time can help to transform the process of debt collection with better profiling and prioritization for restructuring non-performing loans – especially during the COVID-19 pandemic has thrown the number of NPLs into staggering heights.

What kind of scenarios is this technology the most useful in? Whether it’s a sales call with a prospect, a support conversation with a customer, or a difficult conversation in collections, we build rapport with the people we’re talking to. To be successful, we must make these relationships work. That rapport can be influenced by the right conversations and the proper responses at the right times.

AI-MC has the potential to influence almost every aspect of our relationships and communications, from text messaging to sales and support conversations.

Rana Gujral, CEO at Behavioral Signals

Rana Gujral talked specifically about banking and the variety of different use cases AI seems to have in this domain. “Implementing AI isn’t just a forward-thinking way to approach finances; it is a smart way to save money. The banking industry can streamline their operations and salvage over $440 billion by the year 2023 with the help of artificial intelligence technology.”, says Gujral. The question is, he added, how willing institutions are to take on this kind of AI or how willing they are to accept and embrace change as we move into the future. Data privacy, security, and customer satisfaction are banks’ significant concerns. On that, Gujral assured that “Behavioral Signals has taken all measures to secure our clients’ data both from external and internal breach or misuse, as shown in our clean sheet SOC 2 compliance certification report.”

Finally, Gujral closed with a promising statement by saying: “AI-MC is here to stay. You can bank on it.”

Read the full interview, AI Behavioural Analysis in Banking: How Behavioral Signals is Changing Customer Interaction