Your customers of any size are capturing their voice calls and leveraging the insight, right?
All that compliance covered? All that conversation intelligence at their fingertips? All that tone and sentiment being put to good use?
For an increasing number of businesses both large and small, this rich new vein of analytical data is helping them quickly resolve disputes, protect their agents from abuse, get sales over the line more effectively, and tweak workflows in ways which enhance the end customer experience.
Indeed, the recording of landline voice calls made via PBX systems or unified communication platforms has been delivering value for several years – the capture and extraction of key moments and dialogue made easy by Natural Language Understanding (NLU) technology.
However, the vast majority of voice calls are now made via mobile networks from within which the same capture and extraction has been hitherto prohibitively complex and costly.
Until now.
Now, thanks to the smart integration of next-generation voice capture software, communication network, and platform providers, CSPs can give their customers the ability to analyse and leverage mobile voice calls in the same ways as all others.
All they have to do is select a partner with the solution that can make it happen.
“For the large mobile network providers, enabling customers to capture voice call data is very complex, so they don’t do it unless a very large enterprise customer gives them a compelling reason – however, mobile is now the primary method of communication so offering that functionality baked-in and at scale is a big differentiator,” says Nick Atkin, Head of Solutions at Dubber, the global conversation capture and intelligence platform vendor which is giving providers precisely that ability.
“It’s about empowering network providers to do new things they’ve never done before in order to keep mobile relevant and raise revenues on a diminishing price point and diminishing margins. En masse and across a large number of users, we can add the functionality at a very low price point and make it consumable.”
The use cases are compelling.
Dubber has a growing series of targeted AI-powered ‘Moments’ solutions which identify and extract conversations with a specific theme, for example, interactions in which agent abuse is detected or when a sales closure has not occurred as it should have.
The solutions deliver succinct summaries of relevant dialogue, or can be tasked to identify actions, commitments, or decisions discussed or made by conversation participants.
“We don’t even need to record the conversation,” says Atkin. “In fact, we don’t refer to the capture as a recording, we call it summarization. We live stream the audio through our AI and, in real time, it listens out for specific actions or delivers a relevant summary.”
A mobile user can get a text message from their carrier after every call containing a short summary so the salient points of the conversation can be remembered. There’s no privacy invasion because we can redact data appropriately, and we don’t store anything long term, so it can be less regulated or imposing.
“Recently, a tradesman working for me had three guys insulating my roof while he was in his van all day on the phone dealing with customer enquiries and working out schedules. I asked him how he remembers what he has to do after all those calls. He said: ‘If I forget anything, someone will chase me and remind me.’ I then asked him how he would feel if he was sent a message after each call which detailed an action, such as the need to prepare a quote or order a component, and he was like, ‘Wow, that would be amazing’.”
It seems our mobile devices – coupled with AI – are becoming even more synchronised with every aspect of our lives; helping us get the most out of the conversations we have.
In business, the scope for that to positively impact productivity, efficiency, profit, growth, and employee wellbeing is limitless.
And that’s worth making a note of..!
To learn more about how Dubber can help your and your customers’ businesses maximize the AI-powered mobile conversation opportunity, visit the website.
