Artificial intelligence in the demanding world of customer relations
For call centres, human interaction is paramount. With this in mind, we have designed an innovative product with audio at its core. Designed and developed in house by Orange Innovation, this product has already proven its worth at Orange Luxembourg, where it has been not just operational but also recognised for its outstanding performance in the field of customer relations.
By focusing on audio, we maintain an optimal customer experience whilst adhering strictly to the GDPR and data privacy standards.
Call centre performance evaluation can be inaccurate and inefficient without artificial intelligence, wasting time and resources. This is why our solution fully integrates artificial intelligence.
By focusing on audio, we maintain an optimal customer experience whilst adhering strictly to the GDPR and data privacy standards. This approach ensures that information is exchanged securely and confidentially during conversations, providing a complete and reliable solution for call centre companies.
How our innovation works
Software known as intelligent conversation analysis uses artificial intelligence via a sophisticated to extract essential from recorded audio conversations.
After each call, intelligent conversation analysis screens audio recordings and automatically identifies conversations using indicators such as silence times, speech overlap, speaking turn and more. This allows managers and call centre agents to quickly identify relevant interactions, where progress paths and potential issues can be identified.
Two key elements are present during an audio conversation between a customer and a call centre agent: the audio file of the call and the that characterises it. Intelligent conversation analysis leverages these two elements to extract key performance indicators (KPIs) that are used to filter conversations based on predefined thresholds. These thresholds are determined by successive data analyses, adapted to call centres’ specific needs. For example, a silence rate of more than 30% may indicate a need for corrective action with agents or information systems.
A study conducted by Atmaja and Akagi in 2020(1) revealed that silence can significantly influence the dimension of emotional arousal. Their research also highlights the importance of choosing the right threshold factor to improve emotion recognition. This conclusion reinforces the importance of silence in the analysis of speech emotion, lending further credence to the innovative approach taken by intelligent conversation analysis to assess voice interactions in call centres.
Benefits
Integrated intelligent conversation analysis delivers real and measurable benefits to call centres, improving customer experience and operational efficiency. This solution significantly reduces customer dissatisfaction by quickly detecting problems during customer interactions and enabling immediate solutions, regardless of language.
The technology also analyses 100% of calls automatically and quickly, reducing processing time to less than an hour. This automation saves up to 80% of managers’ time, freeing up valuable resources for other tasks, such as continuously improving call centre service quality. Since it has a high degree of compatibility, the technology can be integrated easily, which ensures optimal operational flexibility.
Unlike other solutions on the market, intelligent conversation analysis focuses solely on the vocal customer relationship, providing specialised and in-depth analysis of every interaction. This approach allows for versatile use in a variety of contexts, including fraud detection, by identifying suspicious patterns such as specific keywords or unusual behaviours.
Other innovative benefits are that call centre agents receive constructive feedback to hone their skills, and managers find it easier to select relevant conversations to re-evaluate. The technology also enables targeted actions to improve agent performance, contributing to data security and the well-being of agents.
Inclusion of intelligent conversation analysis in a CSR approach
This intelligent conversation analysis tool is fully in line with a social and environmental responsibility approach. Unlike traditional solutions that require full transcription to convert audio to text, this solution simply extracts acoustic indicators such as breaks in conversation and speaker rotation. This design-to-cost method offers an ecological and economical alternative by significantly reducing the energy consumption required for conversation analysis. This makes it an efficient and cost-effective solution, eliminating the need for transcription and enabling faster, less complex implementation and compatibility with all languages.
Lastly, the versatility of intelligent conversation analysis goes far beyond the scope of customer relationships. It is a tool that can be deployed across all voice communications, opening up exciting opportunities in a variety of areas while maintaining its commitment to sustainable and socially responsible business practices.
Award-winning
The software was developed in collaboration with Orange Luxembourg, as part of a co-innovation approach. Based on design thinking, this innovative partnership has been successful, with intelligent conversation analysis winning four prestigious awards.
The awards won by intelligent conversation analysis in 2023 are as follows:
- CX Awards – Customer Feedback Management category
- Cas d’OR in the Retail, Energy and Services sectors:
- Trophée d’Or [Gold Award] in the Customer Service Optimisation category
- Innovation prize
- Honourable mention in the Data Design category at the Fast Company’s Innovation by Design Awards 2023.
These distinctions illustrate not only the positive impact of intelligent conversation analysis in terms of improving the customer experience, but also the way in which the industry has recognised its remarkable design and innovation.
Conclusion
This solution is much more than just an innovation in call centre management. It is a profound transformation of customer-agent interaction, opening up the prospect of further advances in customer experience and operational efficiency. In a world of rapidly evolving customer expectations, adopting such technologies puts companies like Orange at the cutting edge of innovation, demonstrating their unwavering commitment to customer satisfaction and their ability to stay at the forefront of the industry.
Sources :
The Effect of Silence Feature in Dimensional Speech Emotion Recognition Bagus Tris Atmaja, Masato Akagi ISCA Archive (isca-archive.org)
