Artificial intelligence (AI) already had the ability to understand customer language, assess your demands and forward them to the most appropriate departments, making the service more efficient and agile. That's how she became a pillar for organizations in the financial sector, as pointed out in a recent report from Nvidia, which reveals that 60% of companies in this sector are investing in AI aimed at ombudsman services and customer support. However, with the rise of Generative AI, technology has taken another step.
"Imagine a scenario where the system detects that a large part of the customers is dissatisfied with the waiting time", for example. Or that a certain problem causes more irritation in the tone of voice than average. With such specific information in hand, the tool can suggest a more empathetic approach from the attendants or other improvements that retain this consumer. As a bonus, the company gains access to a valuable organized database, extracted from your own services, explain Carlos Sena, founder ofAIDA , a Generative Artificial Intelligence (GenAI) platform focused on deciphering the Voice of the Customer.
This solution is not limited to interpreting the spoken words, how chatbots are made, but also analyze the regionalisms, the emotions and the context of that interaction. This allows for the identification of behavior patterns and critical points for improvement, offering insights to enhance consumer satisfaction and loyalty
Based on the analysis of these interactions, it is possible to anticipate certain behaviors and needs of customers, enabling the development of new service protocols, more personalized and more attentive, to be used as a reference. "It's not just about solving problems", but to learn from them, continues Sena
That is: in addition to reducing response time in service, AI also contributes to the training of professionals. Evidence of the effectiveness of this method in the long term is a study by McKinsey, in which companies that use AI for employee training have recorded an increase in operational efficiency. In this way, 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 the human attendant, quite the opposite; we understand that he is extremely necessary. But it empowers these professionals with the tools they lacked to provide the best possible solutions, concluded Carlos Sena
