Manually reviewing customer interactions presents several limitations that can impact the quality of service. With a limited sample size, only a fraction of interactions are analyzed, potentially missing crucial insights that could drive meaningful improvements. Also, delayed feedback creates a gap between the interaction and when an agent receives guidance, slowing down their development. Lastly, inconsistent evaluation due to subjective human review can lead to discrepancies in scoring and feedback, making it difficult to ensure fair and accurate assessments. These challenges highlight the need for AI-driven analytics and automation to enhance accuracy, efficiency, and real-time coaching in contact centers.
Mediatel Data's Interaction Analytics' AI Evaluation Forms Address These Challenges By Automating The Evaluation Process.
Our AI models are trained to understand the nuances of human conversation. We define what's essential—customer sentiment, agent tone, and successful issue resolution—and then the AI gets to work.
Here's the breakdown:
• Keywords and Phrases: We define each evaluation criterion's key terms and phrases. This includes exact keywords, similar keywords (think variations of a word), and even entire phrases.
• AI Magic: Our intelligent AI analyzes every interaction, looking for those keywords and phrases. It understands the meaning behind the words and can recognize similar phrases even if they're worded differently. For example, it knows "I'd like a refund" and "I want my money back" mean the same thing.
• Similarity Score: The AI then assigns a similarity score (0-100%) to each interaction based on how well it matches the defined criteria.
This AI-powered evaluation offers some serious advantages:
1. Objective Feedback: No more subjective biases. The AI provides consistent and fair evaluations every time.
2. Time Savings: Free up your supervisors' time to focus on coaching and development, not endless reviews.
3. Improved Accuracy: The AI can analyze far more interactions than humans, providing a comprehensive view of agent performance.
4. Customization: You can tailor the evaluation criteria to your business needs and goals.
AI evaluation is just one part of the bigger picture. Mediatel Data Interaction Analytics offers a full suite of tools, including rules, groups, KPIs, and custom configurations, to help you understand customer interactions ultimately and actionable.
Mediatel Data's Interaction Analytics module is transforming quality service through AI-powered evaluations. By automating the analysis of all interactions, it enhances efficiency and ensures top-quality service. It empowers supervisors to move away from tedious manual reviews and embrace a data-driven approach to performance improvement. The result? Happier agents, happier customers, and a healthier bottom line.
Ready to transform your quality process? Contact us today for a demo of Interaction Analytics and see how AI can transform your customer experience.
📩 info@mediatel.ro
