Improving customer relations with speech analytics

The cooperative bank wanted to analyze 100% of its customer care calls to improve the quality of phone services
Selected Speech Analytics from Orange Business Workforce Engagement Suite
100% of recorded calls transcribed into text

A human voice on the line

Faced with a sharp increase in calls to its customer care line, a French cooperative bank wanted to analyze 100% of these calls to improve the quality of its phone services. Customer service advisors do not have to follow scripts, it's part of a conscious effort to ensure that customers do not feel like they are talking to a robot. The cooperative bank needed to analyze interactions by transcribing voice into text using artificial intelligence.

Objectives

The primary goal was to analyze 100% of calls received, ensure correct usage of required terminology, comply with GDPR, and use insights from conversations to improve training and customer service.

Analyze 100% of calls for quality and compliance

Ensure correct terminology and GDPR compliance

Enhance training and improve customer satisfaction

Speech Analytics solution from Orange Business transcribes and analyzes all customer-advisor conversations

To make this possible, the bank selected Speech Analytics solution from the Workforce Engagement Suite offered by Orange Business. On the Speech Analytics dashboards, the user can see the frequency with which certain words or expressions are used, enabling them to quickly understand why a request was processed faster or slower than average. The ratio of speaking time between the advisor and the customer can also be observed and analyzed.

Training and compliance: a dual objective

The primary goal was to analyze 100% of calls received to ensure advisors used the required terminology (for example, regarding various savings mechanisms) correctly and that customers understood it. Given that all recordings fall under GDPR requirements, choosing Speech Analytics allowed the cooperative bank to verify that every stage of the process was compliant with these regulations. Detailed analysis of conversations, word occurrence rates and speaking times enables the cooperative bank to examine the instances where conflict may have arisen and draw lessons from them to help prepare and train its teams to improve their handling of these kinds of situations.

Unified Engagement Suite - Genesys

Improved customer experience and efficiency

Advisors were able to adopt the solution quickly thanks to the support offered by Orange Business to help staff configure and get to grips with the tool. Deployed to around 100 agents, it demonstrates impressive efficiency and offers considerable time savings. Thanks to Speech Analytics, the teams can work more fluidly, and communication becomes more productive. The analyses provided enable users to clarify best practices, which enhance professional training.

In the end, the entire customer relations process benefits from the solution. In the future, the cooperative bank plans to use its CRM base to take this success even further by using it to visualize trends so that it can respond to customers’ expectations in a proactive way.

Voice of the Customer

Business Outcomes

Deployed to around 100 agents, Speech Analytics enables the cooperative bank to transcribe and analyze every customer call. This results in more efficient, productive communication, improved training, and the ability to proactively meet customer expectations. 100% of recorded calls transcribed into text.

What our customers say about us

Deputy Head Customer Relations Center, a French cooperative bank

We needed a solution that could transcribe the conversations between our customers and our advisers using artificial intelligence, to allow us to see the different words or expressions that regularly come up.

We worked with this Partner

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