Implementing call intelligence (CI) solutions allows businesses to improve the performance of their customer support teams, minimize wait times, and boost profits. Integrating AI systems based on custom large language models (LLMs) requires a significant investment. In this guide, we will consider what steps an enterprise should take to create an artificial intelligence call center and examine the benefits of automated solutions designed to process large datasets. AI enables firms to deploy algorithm-based tools to analyze client data and preferences, provide relevant replies, and elevate service quality.
What Is Call Intelligence?
The term describes actions and practices that involve recording phone conversations, converting speech files to text, analyzing data, and providing professional services to streamline the client’s journey. CI data contains insights on the steps a business can take to simplify its operations.
Until recently, companies had to record interactions with customers to understand how CS managers handled them. The adoption of AI enables ventures to utilize conversation intelligence and professional reporting tools. These pro-grade solutions let firms plan staff rotas effectively, streamline onboarding, and automate incoming call routing.
Successful CEOs recognize the impact of the newest lead generation methods. They know that they need to embrace new practices to scale their operations and achieve sustainable growth. Traditional methods have several notable limitations:
- Lack of tools for capturing customer sentiment
- Unstructured data
- Delays caused by manual call tracking
The deployment of call intelligence systems lets enterprises circumvent these limitations and process unstructured information. While conversations still happen like before, it’s easier to process them and discover more about the client’s wishes.
Benefits of Call Intelligence For Sales Teams
Process automation has multiple upsides. Businesses rely on it to reduce expenses, expedite routines, and augment the quality of services. Here are the key advantages of CI for sales specialists:
- Higher revenues. Advanced systems provide helpful tips that enable managers to understand what steps they should take to close a deal. AI bots provide real-time assistance and process data to discover trends and identify behavior patterns.
- Increases conversions. Virtual helpers sort the incoming leads to identify the most promising ones. Prioritizing hot leads enables managers to optimize sales processes.
- Augmented quality of leads. Call intelligence tools facilitate discovering valuable information about callers, including their interests and purchasing intents. Business development professionals can use the obtained data to learn how to focus on the best prospects.
- Make marketing efforts efficient. The deployment of AI CRM systems and contact centers enables firms to collect conversational data about target customers and identify the most result-yielding marketing channels. It simplifies budget allocation.
- Training sales representatives. Understanding what makes calls efficient helps teams improve their performance. Companies analyze conversations with consumers and use these insights to teach employees better. It allows agents to master the steps they need to take to streamline their interactions with callers.
CI software helps teams identify what makes some calls unsuccessful and avoid these patterns in the future. It enables managers to discover whether consumers see their upselling efforts positively and what moments are positive for a better customer experience (CX).
A/B testing makes it easier to streamline scripts and apply the most efficient versions across multiple channels. Understanding a target audience helps firms choose the right marketing tools and identify clients’ needs accurately.
Businesses deploy call intelligence solutions to embrace a data-driven approach. They identify keywords that indicate an increased interest and show that a person is likely to place an order. Understanding the expectations of the target market enables firms to adapt their products to meet the current demand, make predictions, and outpace competitors.
CI Software Features
When looking for CI systems, you should focus on the tools designed to streamline specific workflows. Advanced solutions support the following:
- Call recording and transcription. These components are essential for the consistent functioning of CI products. They enable teams to collect data and utilize it to get important insights on the topics covered during a conversation. It allows sales departments to adjust their strategies to ensure higher satisfaction levels. Some automated tools identify keywords and unveil current trends.
- Integrated analytics features. AI call systems deploy conversational AI products, ML, and statistical models to analyze communication with consumers, assess agent performance, and make sales funnels efficient. It helps ventures to understand what products potential customers are interested in, what challenges they have to deal with, and what motivates them to commit themselves to a purchase. AI assistants recommend products consumers may need and analyze the factors behind their decisions.
- Keyword tracking. The feature enables enterprises to discover the words dominating a conversation and use them to adjust scripts and fuel conversions. Firms utilize them to identify the representatives who have better stats and learn more about their methods to secure more sales.
- Sentiment analysis. CI software assesses the emotional aspect of every conversation, allowing agents to understand consumers’ feelings. It lets them sort leads quickly. When employees see how customers really feel about a specific situation, it permits them to choose the most relevant response. If a person’s sentiment is negative, it’s recommended to avoid upselling. An agent needs to strengthen the rapport first and change how a customer feels about the brand.
- Call routing. Call intelligence software should integrate with existing systems flawlessly to ensure a seamless workflow. Teams avoid wasting time on manual tasks or solving compatibility issues.
Focusing on these features when choosing the right product will help you streamline the implementation process. However, it might be challenging to find pre-built software built for the needs of a particular industry. MetaDialog builds advanced AI-based systems, helping enterprises optimize the performance of their CS teams.
How to Implement Call Intelligence
Companies aim to make customer data accessible to ensure no silos are formed. When integrating CI tools, one should follow the steps described below:
- Set clear objectives. Consider what goals your sales managers need to achieve and what tools they need to enhance their performance and efficiency. Whether you want to improve conversions, minimize response times, avoid churn, augment CX, or increase the retention rate, CI systems will let you handle tasks with ease.
- Focus on providing better training to your agents. Teach them how to use CI programs to achieve the best results. They will collect data more effectively and make better suggestions regarding script improvement. Utilize up-to-date information to make onboarding sessions efficient.
- Deploy automated systems. After identifying patterns, streamline routine analysis to spend fewer resources. There is no need to wait until human agents interpret data. When smart tools interpret it, they send notifications and suggest possible changes. CI software will help you automate phone calls.
- Test new systems before deploying them. AI tools should be thoroughly trained to demonstrate high efficiency. Roll out changes gradually and use feedback to fine-tune the system’s performance.
After implementing CI products, you will have to spend fewer resources on handling phone calls. It will allow you to invest funds in the development of your business.
Final Thoughts
If you want to implement a powerful call intelligence solution, you need to build a complex contact center platform with AI features that collect data from various channels. Such centralized systems enable firms to oversee their operations. However, you may face issues trying to build a CI system from scratch and integrate it with legacy software unless your team includes employees who specialize in such tasks. Outsourcing this task to seasoned specialists will allow you to get a reliable solution to record and analyze calls while following compliance requirements.
MetaDialog builds custom LLMs for enterprises of all sizes, helping agents gather data from various communication channels. Our enterprise-level systems reduce average resolution time to 20 seconds and automate up to 81% of conversations. Get in touch with the team of professionals who specialize in AI and will help to increase your sales.