VoiceReallyMatters.com

A layperson’s exploration of all things voice

May 25, 2021

Analyzing Customer Interactions to Glean Customer Preferences

Here’s a teaser from the “Rain” agency about their weekly note:

Millions of calls are answered in call centers per day, generating conversations rife with insights into customer behaviors and preferences. This week, we take a look into how companies are analyzing conversations to enhance the customer experience. Voice technology companies like Observe.AI and CallMiner are deploying tools that analyze the interactions (including sentiment and even silences) between customers and call center representatives, providing recommendations on how these employees can improve their service.

With information on what a customer is searching for, brands like Spotify and Amazon are hoping to personalize content in real time — setting the stage for how conversation analysis might be used in phone calls, voice experiences, and more to elevate marketing.