The real-time revolution is here. And Contact Centre as a Service (CCaaS) is poised to take advantage to provide immense value for contact centres.
Gone are the days of waiting for end-of-day analysis to improve customer experiences, for missing conversation triggers to transfer customers over to a manager, or routing customers to the wrong departments.
Now, with real-time insights, powered by combining world-beating automatic speech recognition (ASR) with AI and LLMs, CCaaS providers can provide value to their customers and their agents at the right time.
Real-time is here, and it’s going to change everything.
The power of now
If you’re still using file or batch transcription to power features, you have to wait. Wait for the call to end. Wait to send and have the transcript returned. Wait to leverage insights from the transcript.
In modern contact centres, this is too late. The customer is already annoyed. The call has already taken too long. The dispute has still not been resolved.
So, in the real-time world of Speechmatics, how long would agents and supervisors have to wait to provide value? Milliseconds.
Transcription and insights that you can trust
Transcripts from Speechmatics can now be returned within milliseconds of the audio starting. With value being provided immediately. The six benefits of real-time are huge:
- Value without the wait – start using voice data immediately to provide real-time value to agents and supervisors.
- Instant, without compromise – don’t compromise accuracy for speed. Workflows built on top of real-time ASR from Speechmatics are based on solid foundations of world-leading accuracy.
- More than just English – worldwide coverage to help CCaaS providers expand internationally into new geos and markets.
- Transform contact centre metrics – CX, NPS, CSAT, all improved with reduced wait times, improved time to resolution, better customer support, and better agent training.
- Increased agent engagement – real-time agent assistance, knowledgebase recall, improved script adherence systems, and better training, all possible with real-time ASR capabilities.
- Speech Intelligence for all calls – With breakthroughs in LLMs, ASR, and AI, start stacking insights on top of ASR to provide call summaries, understand customer sentiment, and much more.
Improve contact centre metrics with a new world of use cases
Real-time functionality unlocks a world of new use cases, features, and value that can be delivered to people using products and services. Here are just a few of those use cases.
Genuinely smart Interactive Voice Response (IVR)
Even before a call gets through to an agent, accurate ASR ensures customers are understood and sent to the right place.
With Speechmatics’ accurate real-time speech technology, voice bots and call routing systems can understand a much wider set of languages & accents than ever before, help classify more complex utterances, and respond quickly and effectively to queries, drastically improving customer experiences in a scalable and cost-effective way.
Secure customer authentication
Real-time & accurate ASR can provide a modern way to authenticate customers using bots. Have them speak out pre-registered passphrases, verify addresses, dates of birth, and other personal information without humans in the loop. No more worrying about PII leakage in conversations with agents & transcripts.
Real-time agent assist
Real-time ASR can provide knowledgebase articles and AI-driven advice to customer service agents and sales reps, leveraging technology to empower them and be even more incredible at their jobs.
ASR can identify specific keywords or triggers during conversations, alerting agents to important topics that require immediate attention. Knowledgebase articles can appear on their dashboards for detailed technical questions, pricing tables, or competitor comparisons.
It can provide immediate feedback to agents on their speaking pace, tone, and language. This allows them to adjust their approach to better serve customers. Agents can be provided with real-time prompts and suggestions during customer interactions, ensuring that they adhere to the company’s scripts and comply with compliance guidelines.
Speechmatics can transcribe customer calls in real-time, providing agents with a text-based representation of the conversation. This helps save agents’ time with post-call notetaking and ensures accuracy when documenting customer interactions.
Utilising Summaries along with accurate transcription, agents will receive both the full call transcript as well as highlights of the entire conversation, no matter how long it was. This will reduce their after-call work tasks from minutes to seconds. Speed up call transfers, extract actions for follow-ups, schedule automatic actions in the CRM, and make sure your agents have the right context when the customer calls back for an update on their original query.
Instant workflows powered by voice
Be an intelligent customer support centre. Processes and workflows can be built based on words or phrases that can kick start instantaneously – respond in real-time to market signals around competitor brand mentions, monitor and escalate requests for account upgrades/downgrades, or tweak agent scripts in real-time as per the customer sentiment, to help improve time to resolution and provide a delightful human support experience.
Supervisor superpowers
Real-time transcription enables supervisors to have oversight of all conversations their agents are having, as they happen.
Analyse the sentiment of customer conversations and track escalation requests immediately. If a customer remains frustrated and angry, this can be flagged to a supervisor to aid Call Whispering to agents, approve discounts, or take overcalls entirely. This can enable timely intervention and faster resolution.
Expand into new markets and regions
ASR can translate customer inquiries into the agent’s preferred language, facilitating communication for multilingual call centres.
And what do these add up to? Superpowered agents, fantastic management and oversight, and most importantly, great customer experiences. Build dashboards spanning across markets and languages using real-time translation to manage a truly global workforce.
Providing technology that understands over half the world’s population helps CCaaS providers uncover new markets and geos that were previously impossible to reach. With real-time transcription in 50+ languages, what are you waiting for? As they say, the right time to solve customer problems is right now.
What are you waiting for?
This is speech technology fit for the modern era, where instant, always on, fast-paced, move it or lose it, is the only way. This allows your customers to react as quickly as they need to and stay ahead. The waiting for batch files to be returned is over. So, when it comes to driving value for your customers and helping to capitalise on growth opportunities, what are you waiting for?