Guest contributor |
Artificial intelligence technologies are propelling business applications to a whole new level. Business users now have access to a wide range of AI tools to help them augment, automate and improve everyday business tasks and processes, enabling them to improve customer service and achieve their goals.
Whilst AI can contribute to the growing fear of being obsolete (known as FOBO) and worries about adherence to security policies, many concerns can be put aside when you consider that most of us are already using AI technology on a regular basis, often unaware that it is already embedded in existing tools and delivering considerable benefits.
Users of Microsoft Teams, for example, are accessing AI every day, probably without knowing it – and that’s before you consider Copilot. AI technology in Teams has been enhancing the user experience for some time. For example, AI is used to improve audio quality by intelligently suppressing background noise and enhancing video quality by adjusting brightness and frame cropping. Copilot is also gaining traction and users are benefiting from AI through Microsoft’s transcription and meeting recap functionality, amongst other things.
Many every day applications are also powered by AI technology, such as chat bots that use AI to seamlessly answer questions or direct enquiries to a human being. In social media and email marketing tools it is increasingly present, and it’s even within Snapchat, which shows it has become mainstream.
Taking analytics in Teams to the next level
One area where AI offers considerable potential is in augmenting analytics. The intelligence and automation delivered through AI is fast becoming critical to customer experience strategies since it can deliver analytics that enable organisations to predict customer behaviour, revealing insights into what they need, how they behave and how they buy.
A powerful new service applies AI to recordings of meetings and phone calls on Teams to deliver a range of new capabilities. This enables organisations to analyse interactions at scale across a whole population of Teams users. So, rather than review a small selection of calls, users can use third-party tools with permissions that allow them to review all recordings with minimal effort, identifying the behaviours that drive the best possible customer experiences. It is an ideal solution for mid-size to larger enterprises that are looking for greater automation around customer sentiment and scoring to understand their customers’ needs in more depth than ever before.
AI-based call recording is set to be a major game-changer for users since it makes compliant recordings accessible to all Teams users within an organisation, not just those in a formal contact centre. The AI element adds a new dimension where qualitative insights can become quantitative, enabling a business to more effectively see what their customer service looks like at scale and, critically, where to make improvements.
Some of the benefits include improved customer service, personalised customer engagement, compliance and quality assurance and data-driven decision-making.
AI-based recordings and analytics improve customer service by enabling users to automatically identify specific keywords and topics without having to listen to every call, with clips from recordings easily highlighted and instantly shared for review. Analysis across large pools of data without human interaction enables rapid insight into customer sentiment, profile trends and behavioural patterns. This insight can help improve customer service by addressing common issues, identifying training needs and enhancing the overall customer experience.
Thanks to greater insights into customer preferences and behaviours, sales teams can personalise and tailor their approach to each customer to enhance the engagement and improve their overall satisfaction levels.
AI-powered call recording systems can automatically monitor calls for compliance with regulations and internal quality standards. This helps ensure sales teams adhere to script guidelines, regulatory requirements and company policies during all customer and colleague interactions.
By analysing large volumes of call recordings, AI can uncover valuable insights about customer preferences, market trends and operational efficiency. This data-driven approach enables organisations to make informed decisions and optimise their business processes effectively.
Over the next 12 to 18 months, services incorporating AI-based technologies will become increasingly mainstream, particularly when delivered as smaller bite-sized and tangible services that are more accurate, fast and reliable. These solutions will enable businesses to further improve customer interactions using the intelligence in their existing data.
Tollring has integrated AI technology into its latest cloud call recording solution. The Analytics 365 AI-powered call recording solution for Teams is a fast, easy-to-use and accessible out-of-the-box recording service that delivers a big impact with minimal disruption. The AI-powered call recording service fits seamlessly with Tollring’s complete Analytics 365 portfolio for both call and workplace analytics and are all easily accessible on Microsoft’s Azure Marketplace.
For further information, visit the Analytics 365 call recording page on the Tollring website
Hilary Oliver is chief customer officer at Tollring