Rana Gujral, CEO at Behavioral Signals, and Anu Sachdeva, Global Head, Consumer & Commercial Banking Service Lines & Solutions at Genpact, joined VUX World and Kane Simms for a joint interview regarding their partnership, the Tone of voice AI and its impact on customer experience.

The two companies, Genpact, a global professional services firm focused on delivering digital transformation, and Behavioral Signals, a leading provider in emotion artificial intelligence for voice, announced their collaboration in 2022. The collaboration provides Tone of Voice analytics within Genpact’s Cora Customer Support ecosystem in order to balance client experience and empathy in customer support and debt collections. Cora Tone of Voice Analytics provides curated customer experience, raising CSAT, reducing average handling time, increasing positive call outcomes, and predicting propensity to pay or buy.  For customers in financial distress, Cora Tone of Voice Analytics delivers a seamless journey that improves the experience and increases the dollars collected. 

You’ve probably heard that it’s not what you say, it’s how you say it that matters. Well, what if I told you that there’s an AI system that can recognize how you speak and use this information to match your speaking style to the speaking style of, say, a call center agent? That means that whenever you call your bank, you’ll have a conversation with someone that shares your speaking style. The result? Better conversations for both customers and businesses.

Rana Gujral, CEO at Behavioral Signals

Also, VUX World is organizing the UNPARSED conference if you haven’t yet booked your ticket for that. Unparsed is the world’s first Conversation Design Conference in London on 24-25 July 2023. They’re bringing in some of the world’s leading experts in conversation design together to share their experiences and advice on how to build effective and ethical conversational agents. Buy your ticket now for our Unparsed event, get 50% off early bird tickets by using the promo code VUXWORLD or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/.