itelligence® Uses AI to Harness the Power of Contact Center Data

One of the most important assets any company can own is their contact center data. It’s a rare window into the minds and hearts of your consumers, if you know how to translate this raw data into actionable insights that allow you to refine and enhance your CX model. This requires a high degree of analytical accuracy to get results that make a real impact.  Our custom-built, in-house itelligence® platform has nearly eliminated this problem by harnessing the power of artificial intelligence (AI) to centralize, analyze, and summarize all key performance and customer data into one easy-to-read dashboard. Adding far greater speed than manual processes, and a much higher degree of accuracy than most out-of-the-box AI solutions, which has the potential to optimize everything from operational efficiency to CSAT.  

Challenge 

Traditional post-contact analytics involve manual inputs, and inefficient tracking processes, such as the use of manual spreadsheets and forms, shared over many systems and personnel. This could lead to inaccurate or incomplete information critical to understanding operational performance. Manual call audits often result in a mere 2% sampling of contact center interactions, missing large volumes of customer data that could hold untold insights. Even with current off-the-shelf, AI-assisted analytical software, flexibility and customization are often lacking. For instance, many market AI solutions have notorious difficulty understanding and transcribing conversations involving regional accents, since many of the Large Language Models (LLMs) on which they are based are trained exclusively on American speech patterns. Even extracting key metadata, such as customer location, product names, or call type, would involve manually inputting keywords and phrases into AI-assisted tracking systems to enable speech-to-text detection; something that can prove to be a cumbersome and time-consuming process. 

Solutions 

Our groundbreaking itelligence® platform is a superior analytic solution that can be tailored to each client’s needs. Custom-built, our in-house solution uses advanced AI models trained on our center’s operational data, and thousands of real-life customer interactions. Fresh data is uploaded into the system in real-time, after each customer interaction is completed. Using GenAI’s vast understanding of natural language models, the system automatically identifies key metadata, such as call type, location, product names etc. Additionally, it summarizes key findings, making it easier for clients to monitor both agent and business unit performance via easy-to-read dashboards with appealing visuals aligned with KPIs. It also centralizes all performance and operational data into one central intelligence system, which can be accessed by various levels of users, from Ops teams to senior leadership. Agents even have personalized access that empowers them to track their own performance against that of their team. 

Features include: 

• AI transcription ensures 100% of voice calls are captured. By using our agents’ voices to train our AI model, it can understand and transcribe regional accents with stronger speech to meaning accuracy. 

• Automatic Pii redaction - sensitive customer information such as names, addresses, account or phone numbers, are automatically identified by the AI and removed from transcriptions, to ensure compliance with data privacy laws.  

• AI data extraction and segmentation. AI can identify separate speakers, extract specific keywords, segment them per location, business unit, and even by individual agent.  

• Generative AI can now detect, through its own critical metadata, call types, locations, product names etc. and can even suggest new keywords to extract and include in its analysis. 

• Sentiment analysis – AI can decide whether a sentence is positive, neutral or negative, and which agent actions lead to positive customer sentiment. This is enhanced by silence detection, to monitor any prolonged gaps in conversation. 

• Generative AI powered automatic QA - scores agent interactions based on tailored scorecard metrics to each client and business unit. 

• Easy-to-read KPI dashboards visualize performance data through charts and graphs, and can easily be accessed by clients anytime, anywhere. 

Outcomes 

Our itelligence® platform enables faster, more exact, and more efficient post-contact analysis. It basically eliminates the need for manual data tracking, manual call sampling, and scoring, processing much more data at a faster rate. This allows operational teams to better use historical trends to quickly identify efficiency improvements to workflows and processes, including touchpoints that could benefit from automation, self-service, or AI call deflection.  

With these insights at our fingertips, our strategic and operational teams can combine these findings with sentiment analysis, to assess any areas of customer friction and rapidly address pain points in the customer journey.  

itelligence® also results in more exact quality assurance. Instead of using either manual call scoring or AI, we use a combination approach, comparing the two results to fine-tune and enhance our AI models, a process called cyclical enhancement. Using this more efficient method of quality scoring, we can now detect areas of improvement much more rapidly, creating opportunities for immediate skills reinforcement through AI-deployed microlearning modules. Direct agent coaching can also be more immediate and targeted, since quality analysts have access to detailed KPI and call analytics shortly after a completed call, unlike traditional methods that can take days or even weeks of manual analysis to identify gaps in knowledge or soft skills. 

While most out-of-the-box AI solutions have an analytics accuracy between 75%-80%, our current testing shows 97% accuracy, with a goal of reaching 99.99% by end of model training. Our AI-enabled scoring can now analyze 100% of agent calls, versus the 2% manual sampling traditionally conducted by quality assurance teams. This ensures that no key data is missed. 

Conclusion 

Now our clients can log into our itelligence® platform to view their individual dashboards, which can be fully customized to display select timeframes, business units, metadata, and KPIs. Contact logs and call recordings can be accessed from this centralized location, and with a click of a mouse, clients can drill down into the data, and can even listen to individual calls.  

New data is instantly added after each call completion, giving clients the ability to monitor agent performance in real-time. The platform can also categorize and summarize the actions of agents, to allow us to uncover what actions have led to more positive customer outcomes. In essence, we can quickly and accurately discover what makes customers happy, and in combination with live call sentiment analysis, it helps us enhance and refine the end-to-end customer journey. 

Our in-house solution is more easily scalable, cost-effective, and customizable than many plug-n-play AI products. Because it’s not dialer specific, itelligence® is versatile and can integrate with any existing systems via APIs, and by training our AI model using in-house data, we also avoid many ethical concerns surrounding data collection and use. Additionally, we ensure the utmost data protection by storing all customer and contact center data within our highly secure on-site data centers.  

Want to get started with itelligence®? Unleash the power of your contact center data by partnering with itel. Contact us today.