From high growth sales and legal compliance to providing customer support, it is paramount for today's industry leaders to maximize their contact centre agent performance to get maximum business value. What if this can be achieved in real-time while calls are still ongoing to ensure positive outcomes?  Just Listen makes that possible by providing a platform where key information such as speaker recognition, real-time transcription, key entity extraction, sentiment analysis and compliance with call scripts and internal controls can be applied on an ongoing call across multiple languages. 

Solution Architecture 

Just Listen spans across the three core elements of technology, intelligence and service. We leverage on our domain expertise in data and advanced analytics with a customer-centric approach to deliver real value for our customers. Want to see how it works? Check out this Free Trial link.

Just Listen has been designed to help B2C organizations functioning in sales or service to get an enriched view of the calls that are being made to their customers. The approach used to achieve this unique concept is described below:

Input

The input coming from real-time or batch audio files goes through a layer of processing where Artificial Intelligence APIs with speech, language and knowledge capabilities are used for transcription, speech-to-text analysis, entity extraction and sentiment analysis.

Processing

• Neural Networks a series of algorithms that attempt to identify underlying relationships in a set of data -- are used to develop models that perform speech recognition and compliance validation for either ongoing or recorded calls. Based on the compliance check, a real-time score is updated on the dashboard showing all the necessary criteria of the call that were met. 
• A tonal analysis of the speakers is done simultaneously to help get better insights about the mood of the conversation. This helps to shape the conversation in real-time. It then triggers agent guidance suggesting the next best action or offer to drive the call towards an optimal result.

 Output

These results can be summarized and portrayed in a dashboard view for the Head of Customer Service to analyze information such as the average sentiment of the customers across all calls in a month, average compliance score of the agents, average duration of the calls and the total number of calls made in a month. A detailed explanation of the various dashboards that can be made available to you can be found here.

Search and Relationships

• The Search capability helps identify documents and forms that have been exchanged between the agent and customer during a call and links them to the customer’s record. This information can be extracted from the company’s CRM system. An example of this can be seen below where we searched for a customer name and the result was the call file along with the document associated with the call. The mechanism and the technology used behind this functionality can be found here in detail. This makes Just Listen a knowledge repository with the ability to extract vital information from numerous data sources.

• The information extracted from the call is further used for relationship and graph analysis to identify relationships between agents and customers, products, issues and other information in order to effectively drill down to find critical paths and anomalies. Supposing we search for a customer to see the various relationships that are associated with him: The graph analysis will show the call file, the agent name, the documents that are attached with the call as well as the compliance criteria that were met/not met based on the relationship type. This can be read in detail here. 

Given the diverse use cases that can be met, Just Listen can be tailored in such a way that it satisfies the success criteria defined by the customer. Try out the demo yourself to understand how we can help you improve your customer contact centre operations.