New Technology for Call Centers and Beyond

The popularity of automated call centers in consumerism continues to grow. They at times can be a source of frustration for the customer, as it can take quite a while before one is able to talk with a live person regarding customer service issues. By the time you make your way through the automated system, and actually reach a real person, you may be a little angry, which is understandable. By the same token, these call centers are useful in streamlining the process of customer service, making customer care more efficient and effective, as a hole.

Because of the fact that call centers or contact centers, have proven very beneficial in the provision of customer service, and aid in effectively securing repeat customers, they are constantly being improved. Companies that make constant and extensive use of contact centers, now have been given additional technology which improves customer care to an even greater degree. However, the downside of some of this technology, at least in my opinion, is that it is a little invasive.

A popular tool derived from the latest call center technology is specific software, designed to analyze the actual vocal patterns of customers who are calling in. The function that this software provides is called interaction analytics, and analyzes specific keywords using algorithms, such as "late shipment" and "cancel" which may indicate a certain level of stress, which in turn can indicate customer dissatisfaction. Interaction analytics also reviews emotional overtones of a conversation, utilizing algorithmic values. Intonation, along with the volume of speech, the rapidity of speech, and intensity or pitch of someone's voice, allow the analytical software to review the conversation, and assign a scaled value to it. Thousands of customer/employee conversations are reviewed, ranked and tallied, providing an overall indication of the call center's performance, resulting in a contact center profile.

From the profile created by the software, the individuals who are in charge of the company's or corporation's call center, can asses the overall satisfaction level and quality of the service that they provide. When the assessment is completed, any necessary changes can be made. In addition, the particular geographic areas, situations or products which result in leaving the customers less than satisfied, can be isolated, allowing for the possibility of making any necessary adjustments.

In addition to large customer based companies making use of interaction analytics, financial institutions such as banks, are also jumping on the band wagon. Because of clients in the financial field, some software developers are starting to make available a version of the analytical software, which goes far beyond conventional, dissatisfaction tracking analytical technology. What they have developed can be referred to as a complete synergistic suite, which serves the purpose of helping to ensure compliance of performance. It is an effective solution that keeps the risk involved in financial activities at a minimum. This particular type of software monitors corporate and regulatory governance and compliance, and is particularly useful in preventing internal trading breaches, thus keeping funds safe.

Interaction analytics basically amounts to high-tech eavesdropping. While this sort of artificial intelligence can have many positive applications, it is impossible to determine how far it will evolve. It is possible that this technology could eventually be used for the purpose of invading peoples privacy, and that bothers me. However, if handled with care, fairness and responsibility, interaction analytics can continue to be of increasing benefit to us all.