Voice & Sentiment Analysis

Voice analytics is the process of monitoring and analysing the emotions, attitudes and opinions expressed by a person by analysing their voice patterns and tone. Sentiment analysis is the process of identifying, quantifying, and evaluating subjective information in written text.

Learn about the uses and benefits of voice and sentiment analysis in your contact centre and how it can help with your customer experience

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What is Voice and Sentiment Analysis in the Contact Center?

Voice and sentiment analysis in the contact centre is a solution that uses artificial intelligence (AI) to analyse customer interactions with your agents. By using advanced algorithms to identify patterns in tone, language, and emotions, this technology can provide deep insights into the customer experience and agent performance.

Real-Time Agent Assist with Sentiment Analysis

Real-time agent assist works alongside sentiment analysis using AI-powered algorithms to analyse customer interactions in real-time. This provides agents with actionable insights and recommendations that can help them resolve issues more effectively and efficiently. By detecting changes in customer sentiment, our solution can provide alerts to your agents, allowing them to adjust their tone and approach to better meet the customer’s needs.

Uses of Sentiment Analysis

Root cause analysis

By analysing thousands or millions of interactions, sentiment analysis is able to show the products, processes and topics which most often provoke the strongest negative or positive reactions.

Quality assurance

Sentiment analysis plays a part in quality management. Analysing metadata such as the topic under discussion should indicate whether this negativity arises from a specific agent performance or is more likely to be linked to the subject matter.

Employee wellbeing

Sentiment analysis can be used to understand and track agent morale and motivation. This is particularly relevant with the increase in remote working during the pandemic

Fraud detection

Sentiment analysis can identify stress in real-time, which may be an indicator that fraud is taking place, prompting the agent to take the caller through more detailed levels of security in order to prove their identity

Benefits of Voice and Sentiment Analysis

Implementing voice and sentiment analysis in the contact centre can bring a wide range of benefits to your business, including:

Improved Customer Satisfaction

Provide your agents with real-time insights and recommendations, to better understand and address the customer's needs, leading to a more positive customer experience.

Increased Efficiency

Automate analysis of customer interactions and provide agents with real-time assistance, to help your team resolve issues more quickly and effectively.

Enhanced Agent Performance

Providing your agents with personalised feedback and coaching in real-time, can improve their skills and provide better service to your customers.

Understand Demand

Get a clear picture of the number of calls that your agents are dealing with and the reasons for the calls. By understanding contact centre demand you can make more informed decisions.

Protecting Vulnerable Customers

Real-time agent assist with sentiment analysis solutions can also be used to identify and protect vulnerable customers. By detecting changes in sentiment or emotional distress, sentiment analysis can provide alerts to your agents, allowing them to take appropriate action to support the customer. This can help to prevent vulnerable customers from experiencing harm or abuse and ensure that they receive the assistance they need.

At FourNet, we understand the importance of real-time agent assist with sentiment analysis and its ability to enhance the customer experience and protect vulnerable customers. That’s why we work with a range of solutions to help you implement and optimise this technology.

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How You Can Get Started?

Our team of professional customer experience (CX) practitioners will perform a CX Data Diagnostic to highlight the pain points within your customer journey. This allows us to identify the root cause of your challenges and before we perform an on-site analysis.

We then deliver CX recommendations that are unique to your challenges that will get to the root-cause of your challenges, rather than patching up the issues.

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