Don’t say it too loudly but customer complaints can be a double-edged sword.
Sure, for the sake of brand reputation, they must be rectified as quickly as they are discovered but spotting them in the first place can be a crucial part of the learning and improvement process.
However, the sheer scale of some organisations’ customer communications can make it extremely hard. Manual monitoring of all conversations can be impossibly difficult, and then there’s the critical business of interpretation too: when does a particular form of words constitute a complaint? And to what extent does tone of voice matter?
Automating conversation intelligence is of course the smart remedy – deploying clever AI-powered software and solutions which understand natural language conversation and far surpass the capabilities of simpler, single-keyword detection methods of old.
All organisations must do is partner with a provider that can help make it all happen.
“It’s easy to define a complaint – it’s a term that refers to an expected level of service that has not been delivered. However, complexity arises from the diverse ways in which complaints are articulated, making conversation analysis challenging,” says Dr Iain McCowan, Director of AI at Dubber, the global conversation intelligence platform provider, whose new ‘Moments’ solution uses Natural Language Understanding (NLU) to identify customer disquiet across all communication channels.
“While the way in which we communicate is constantly changing, the fundamental nature of conversations between people never changes. Within the context of any particular conversation, there will always be key Moments that provide new intelligence, inspire a new course of action or deepen understanding of a particular scenario. It’s about algorithms diving deep into the fabric of those conversations, uncovering hidden insights that traditional methods simply can’t capture.”
