How AI-Mediated Conversations Improve Customer Experience
“Bringing together the right people for the best conversations”.
Rana Gujral, CEO at Behavioral Signals, spoke with Tim Walter at the PATHMONK podcast. Though PATHMONK is a show to sharpen your growth marketing skills, they also host data-backed success & failure stories. In this episode, Tim and Rana cover how voice data and Emotion AI can improve customer experience. According to Rana, quantifying and qualifying human emotions and behaviors has seemed an impossible thought, but with AI and machine learning becoming smarter and more intuitive, we have a new opportunity to gather data about humans and leverage it to improve the customer experience.
“Behavioral Signals’ technology goes beyond the spoken word, and measure the HOW part of human interaction.”
Behavioral Signals‘ technology analyzes human emotions and behaviors and transforms data into usable information that helps human communication. Rana mainly talked about their flagship product, AI-Mediated Conversation (AI-MC). This technology automatically matches each customer to the best-suited agent using voice data and emotion AI, who this technology serves, and how it improves customer experience, retention, and satisfaction. He also gave an overview of the company’s growth strategies while diving into his personal growth and shared what keeps him awake at night about the company.
“AI-Mediated Conversation (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.”
Rana also talked about his journey as a CEO and how he keeps educating himself. According to him, to be fully informed from a technology and business standpoint, it is crucial to take information from a variety of diverse resources, but outside of that, it is essential that you search, listen and interact with the community.
Listen to the full episode:
