Artificial intelligence (AI) already had the ability to understand customers' language, assess their demands, and direct them to the most appropriate departments, making service more efficient and agile. This is how she 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.
“Imagine a scenario where the system detects that a large portion of customers are 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 its own customer service”, explains 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 spoken words, as chatbots do, but also analyzes regionalisms, emotions, and the context of that interaction. This allows identifying behavior patterns and critical points for improvement, providing insights to enhance customer satisfaction and loyalty.
Based on 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 references. "It's not just about solving problems, but about learning from them," continues Sena.
In other words: in addition to reducing response time in customer service, AI also contributes to the training of professionals. Proof of the long-term effectiveness of this method is a study by McKinsey, in which companies that use AI for employee training 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 operating costs are reduced. AI does not replace human service agents, quite the opposite; we understand that they are extremely necessary. But it empowers these professionals with the tools they lacked so they can offer the best possible solutions,” concludes Carlos Sena.
