4 Ways Contact Center Automation Boosts Customer Experience

How Voice Analytics Can Help Transform Business Performance and Efficiency?

4 Ways Contact Center Automation Boosts Customer Experience

How Voice Analytics Can Help Transform Business Performance and Efficiency

The digital genie cannot be contained anymore. When talking about the staggering digital transformation around us, one cannot exclude the importance of Artificial Intelligence and Machine Learning. Both of these revolutionary phenomena have seen their prominence increase over recent years, as tech connoisseurs from different domains are leveraging the unmatched potential to provide higher utility to their consumers and outcompete competitors.

Creating personalised consumer experiences is what businesses strive for, and Voice analytics makes that povssible. For this reason alone, a vast majority of businesses are pushing the digitalization agenda as voice recognition transforms the entire process of consumption. Before we dissect the benefits of Voice analytics to businesses, it is important to analyze the working dynamics of this technology.

In the age of information, having control over data is essential for businesses. personalised data collection ensures that service providers connect with their consumers, and this is where Voice AI makes its entry. The voice-based conversation has always been an integral mode of communication between consumers and service providers. Given the importance of data generated by vocal conversations, voice AI can provide businesses with valuable data that can completely revamp the impact of their products.

How Does Voice Analytics Work?

Voice recognition analytics extends the foundation of customer service centres. Every business wants its consumers to be offered valuable guidance when they launch a query or a distress call. Often, customer service representatives fall short of providing a comfortable experience, and this can tarnish the brand image of a business.

In this situation, the smart systems of Voice AI can listen to conversations in real-time, process seemingly mundane audio cues and voice patterns, and generate trends for businesses so that they can deploy necessary protocols to improve the customer service. This technology can work on three principles. The first one deals with the speaking rate. For example, if a call centre representative is speaking too fast, or leaving arbitrary pauses in between speech, voice analytics can quickly identify this and prompt corrective action.

The second principle deals with sustained patterns of speech: it can identify unacceptable speech patterns with reference to the context of the conversation. This allows the AI program to rate the quality of assistance offered by an agent. The last principle deals with succinct verbal cues, ones that can make or break the consumer experience. This voice recognition module can pick up audio cues such as erratic changes in tone that hint towards the agent becoming angry.

Given the scope of voice AI, its adoption is spreading across numerous commerce functions such as sales, marketing and customer service. Here are the operational benefits of Voice analytics.

Streamlines Communication

Effective communication is the cornerstone of successful businesses and voice AI enables this. The best thing about voice analytics is that it coalesces all stakeholders together. With the help of voice recognition devices, external stakeholders can easily communicate with inhouse teams and make sure that they do a great job.

Better Data Navigation

The age of information has brought heaps of data with it. An ever-increasing volume of data generated by businesses can be a mammoth task to navigate. Each second, businesses generate new updates from different sources and some can be important while others can be useless. With the help of conversational analytics, businesses can easily navigate through piles of data and extract useful trends without wasting their energies on the wrong opportunities.

The ability to recognise persistent conversations and making voice queries from them can transform business efficiency and can bring it at par with industry-leading organisations.

Standardizes Decision Making

A well-programmed AI Voice module can improve the consistency of decision making. Businesses follow a strict hierarchy, and erroneous decision making can quickly reduce the chances of success. Companies are a mix of different people with varying technical expertise, incentives and outcomes. This precarious blend can often lead to problematic outcomes, hence the importance of data standardization becomes paramount.

With the help of data standardization, decision-makers can surpass the limitations of individual analysts, and access a vast pool of data trends. These reports can represent market shares, factors that improved the stock price of the company or recent performance, and hence give the necessary analytics that are required to revamp business strategy.


In the past, a computer understanding spoken words was thought of as a scene from a science fiction movie, but the advancement of voice analytics has proved this fantasy to be true. Gaining insights into customer interactions is a potent tool for any business as it is one that can equip them with the ability to create personalised services and comfortable consumer experience.

Voice recognition has taken the commerce world by a storm. It is important for businesses to incorporate digital technologies into their customer service to stay relevant and voice analytics makes that happen.

A blogger with a zeal for learning technology. Enchanted to connect with wonderful people like you.