360° Satisfaction: AI Understands the Customer's Voice, Directs Services, and Learns from Interactions

Artificial intelligence (AI) already had the capability to understand customer language, assess their demands, and direct them to the most appropriate departments, making customer service more efficient and agile. This is how it became a cornerstone for organizations in the financial sector, as pointed out in a recent report by Nvidia, which reveals that 60% of companies in this sector are investing in AI focused on customer service and support. However, with the rise of Generative AI, the technology has taken another step forward. 

“Imagine a scenario where the system detects that a large portion of customers is dissatisfied with the waiting time, for example. Or that a certain problem causes more irritation in the tone of voice than the average. With such specific information in hand, the tool can suggest a more empathetic approach from the agents or other improvements that retain that customer. As a bonus, the company gains access to a valuable organized database, extracted from its own customer service interactions,” explains Carlos Sena, founder of Bot. AIDA , a Generative Artificial Intelligence (GenAI) platform focused on deciphering the Voice of the Customer. 

This solution is not limited to interpreting the words spoken, as chatbots do, but also analyzes regionalisms, emotions, and the context of that interaction. This allows for the identification of behavior patterns and critical points for improvement, offering insights to elevate consumer satisfaction and retention.

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 a reference. "It's not just about solving problems, but learning from them," continues Sena.

That is: in addition to reducing the response time in customer service, AI also contributes to the training of professionals. Proof of the effectiveness of this method in the long term 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 assistant 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 agent, quite the contrary; we understand that it is extremely necessary. But it empowers these professionals with the tools that were missing so they can offer the best possible solutions,” concludes Carlos Sena.