Who really knows what their customers think of them?
Not necessarily just what is being said, but how – in what way and in what context.
It is highly valuable information: insight that is key to not only ensuring positive customer outcomes, but also understanding when and why things go awry.
In today’s always-on, omnichannel world, that so-called conversational intelligence can be buried deep within multiple interactions that occur via various communication channels. Human capture and assessment of it all is impossible due to sheer volume; and random human sampling is flawed for many obvious reasons.
For businesses of all kinds and sizes (and their IT service providers) the ability to automatically unlock and leverage the data can change the game. The key is to partner with a communication solutions vendor that has the tools and expertise required.
“Conversational Intelligence is all about improving how we communicate - not just talking but listening, understanding context, and responding in ways that build trust and connections,” says Filip Flink, Marketing Manager at leading channel-focused Unified Communication as a Service (UCaaS) software vendor Lynes, whose powerful, white label, omnichannel platform has recently been enhanced by the release of baked-in CI capability.
“Think of it as the brain behind the brawn of communication skills. It’s the difference between just hearing words and truly understanding the meaning behind them. The magic lies in a mix of technology, psychology, and a dash of human intuition.”
Conversational Intelligence works by analyzing retrospectively and in real time the way we converse; either via speech or messaging. It uses natural language processing (NLP) and machine learning to break down conversations into understandable chunks; picking up on tone, emotion, and context, and detecting whether they are positive, negative, or neutral. It takes into account conversation history and the relationship between participants, and can suggest or even automatically generate responses that are contextually appropriate and empathetic. Clever algorithms recognize patterns and trends to predict future behaviors and responses.
