The promise of natural language processing (NLP) and conversational analytics—new technology analyzes voice conversations and provides actionable intelligence to employees—is being realized in today’s cutting-edge call centers. This includes reducing the time required to analyze customer interactions for process improvements and agent training, and helping automate common tasks, such as updating customer records and changes of address.
According to a recent Gartner blog post, “By 2021 NLP and conversational analytics will boost analytics and business intelligence adoption from 35 percent of employees to over 50 percent, including new classes of users, particularly front-office workers.” As this technology increases in adoption, the improvements to customer experience, agent productivity, and business efficiency are only expected to increase.
But customers and call center agents aren’t the only ones benefiting.
Accenture shared its insights on conversational analytics and artificial intelligence (AI) in a recent research report titled, Making Human Services More Human. According to the firm, conversational analytics can produce a 20 percent reduction in “low-end” tasks for employees—equal to one workday per week. Below are some specific ways everyone (from everyday citizens to employees in a range of job roles) is using conversational analytics today.
The Accenture report lists the many uses for conversational AI in everyday life, including using virtual advisors to provide citizen services. This includes providing career and benefits counseling, and helping with services enrollment and authentication using voice biometrics instead of requiring an ID.
Conversational bots are already working side-by-side with caseworkers to automate case management and better identify high-risk cases or individuals in need. The transformation is enabling employees to remove repetitive tasks and focus on more rewarding work, while providing companies with opportunities to re-skill employees and help them grow.
A new breed of virtual advisors is helping managers and leaders make better decisions with better insights. For example, conversational analytics can simplify reporting and help managers sort through more information faster.
Want to learn more, including what to do next? Read the complete Accenture report here.