Analyzing callers’ moods
With the Watson team, iQventures is making its vision a reality. By combining the Watson Tone Analyzer service with speech recognition technology, call center managers now have a valuable set of tools for assessing call center effectiveness. The proof is in the quality of the Tone Analyzer service, which uses linguistic analysis to detect three key aspects of conversation: emotion, social tendencies and language style. This helps iQVentures identify callers’ tones, including anger, fear, joy, sadness and disgust, through customizable dashboards.
Nick Bandy, chief executive officer (CEO) of iQventures, explains: “When you look at calls at the agent, group or office level, you start seeing trends over time. For example, I can look across agents and see their sentiment scores. There might be someone whose calls are really positive, so I can leverage best practices from that agent. Conversely, I might see low scores for an individual or a topic, and I can drill down to try to find the best way to address that.”
Increasing call effectiveness
With dashboards that highlight both positive and negative calls and allow managers to apply various filters, iQventures helps eliminate the need to review hours of call center audio to ferret out problems. The solution also helps improve customer service by providing new insight into callers’ responses to agents, scripts and topics. As Bandy explains: “In effect, our customers can see everything that’s happening with their business. The platform allows them to monitor every single call every single day. That’s huge.”