Artificial intelligence (AI) already had the capability to understand customer language, assess their demands, and direct them to the most appropriate departments, making service more efficient and agile. This is how it became a pillar for organizations in the financial sector, as highlighted in a recent Nvidia report, which reveals that 60% of companies in this field are investing in AI focused on ombudsman services and customer support. However, with the rise of Generative AI, the technology has taken another step forward.
“Imagine a scenario where the system detects that a significant portion of customers is dissatisfied with wait times, for example. Or that a specific issue causes more irritation in tone of voice than average. With such specific information at hand, the tool can suggest a more empathetic approach from agents or other improvements to retain these customers. As a bonus, the company gains access to a valuable organized database, extracted from its own service interactions,” explains Carlos Sena, founder of AIDA , a Generative Artificial Intelligence (GenAI) platform focused on deciphering the Voice of the Customer.
This solution is not limited to interpreting spoken words, as chatbots do, but also analyzes regionalisms, emotions, and the context of the interaction. This allows for the identification of behavioral patterns and critical improvement points, offering insights to enhance customer satisfaction and loyalty.
From the analysis of these interactions, it is possible to anticipate certain customer behaviors and needs, enabling the development of new, more personalized and attentive service scripts to be used as reference. “It’s not just about solving problems, but learning from them,” Sena continues.
In other words: besides reducing response times in customer service, AI also contributes to employee training. Proof of this method’s long-term effectiveness is a McKinsey study, where companies using AI for employee training recorded an increase in operational efficiency. Thus, based on the data and insights collected about the strategic audience, the platform can be used as an aid in employee training.
“With more efficient service, retention and satisfaction rates tend to increase, while operational costs are reduced. AI does not replace human agents—quite the opposite; we understand they are extremely necessary. But it empowers these professionals with the tools they lacked to offer the best possible solutions,” concludes Carlos Sena.
