Understanding the changes that take place in any ecosystem that affects business and its functions is essential, and customer interactions are no different. Over time, there has been a massive shift in the way companies and customers interact with each other. From the time spent in interaction to the platforms used, everything is changing and becoming more AI-driven. One massive reason behind this could be a decline in the ability and willingness to wait. A recent study concluded that the human attention span has dropped to eight seconds – shrinking nearly 25% in just a few years.
It has led to companies reducing their call times and offering quicker responses on texts and emails through chatbots, automating IVRs, and whatnot! From ideas to execution, every process has become better and more convenient with the helping hand of AI and Automation.
With our last newsletter on Manual Interaction Audits, we are taking it to the next level by diving deep into this pool of interaction auditing, and discussing various impacts automation has brought in this process.
Automation and its Assistance!
Automation is a gift that gets things done as it lays an immediate impact and provides 100% coverage on all the processes. It reduces the overall costs of operations and maintenance, for example, Employee Training and Development costs (T&D). Additionally, automation assists the organization in improving its customer service by efficiently managing mundane tasks.
Businesses continue to automate their operations, they are becoming increasingly reliant on secure software solutions that help mitigate these risk factors. By using the right tools at the right time–and understanding the potential consequences–organizations successfully navigate through the automation process safely and reap all its benefits!
Automation of Interaction Audits and its Benefits!
Interaction Automation focuses on intelligently automating customer-facing processes. The automation of communications through interaction bots enables modern-day brands to communicate with their customers at any time, any channel, all while triggering back-end activities automatically.
While the interaction with customers has moved towards automation, it is about time that the auditing of these interactions is also automated. Today real-time audits of these interactions are becoming the guiding tool for front-line businesses. Firms have begun their journey into automation by effectively integrating the use of tools with traditional approaches to auditing. Artificial intelligence has upgraded the multiple possibilities of success and efficiency for businesses. This automation of IAs has several benefits:
1. Enables entire population check - In manual interaction audits, a sample of the population is chosen to proceed with. This sampling can be done through any method, the most preferred is randomization. However, in the case of automated interaction audits, this gets better and even more satisfactory. The AI tools can run an audit on the entire population in no time and provide better insights on well-defined basic parameters to the companies.
2. Real-time data collection and Quick Action - The automated process collects the KPI data in real-time with quick identification of issues. This allows the managers to resolve the mishaps before escalating. The customer experience could be enhanced without waiting for data collection, as the proper analysis could take up to months.
3. More access to data with better Customer Insights - The automated processes help in correctly monitoring and analyzing large amounts of data. This quality assurance can provide more accurate customer feedback. The automation in analysis eliminates the randomness of sample sizes as it can adequately analyze every single agent-to-customer interaction. It provides the complete picture of the story and not the jigsaw puzzles.
Due to such reasons, the automation revolution is showing no signs of slowing down in customer interaction audits. Audits also allow you to track the progress of your initiatives over time, which will help ensure that overall improvements are being made. Additionally, it also provides valuable insights into how customers interact with your company online and/or in person – this information can be used to make future changes or enhancements where necessary!
The Dilemma of Dialects
Today search, advertising, content, and commerce industries are transforming the way they impact interaction audits due to voice technology. Almost 74% of consumers have started using mobile voice assistants at home. The standard voice transactions are easy to understand as they are initiated in English, which is already a globally accepted language. Maximum people offer interaction audits in the English language. But as India is a diverse land, it is not limited to just one language. When the automated interaction audits land in the Indian dialects, there are too many challenges as devices are not friendlier with different languages, and they need to be trained. If the company holds on to a long-term perspective, it's essential to invest in the machine, which could be trained and customized accordingly.
Investing in advanced technology will help businesses monitor teams with better visibility of interactions and give them valuable inputs. For example, NLP solutions can be more productive and highly efficient. This tool ensures a speech-to-text facility where the auditor team can review more calls faster and more cost-effectively.
The complexity of accuracy in the case of multiple sources
The high growth in computer-generated reports sets accuracy in automated interaction audits. Now let us move towards the access of source systems. For companies that use a standard source system like some advanced tool, it is easier to perform the audit with 100% efficiency. The businesses can check the accuracy and the FTRs of the interactions. While if the company relies upon different source systems like source billing, customer CRD, knowledge base CRM, etc., then they can follow multiple models.
The automation audits will be 100% effective in one model based on basic key parameters. It means the system will include the textual conversation but without full integration. In the other model, the audit parameters will be integrated with the system in a customized way delivering 98% accuracy and FTRs. The remaining 2% of results can be managed manually, as it will generate more profound insights. This model takes up to 0 to 90 days to train the system. While to bring in 90 percent of accuracy, it takes 90 to 180 days.
Companies use interaction audits to build and provide a tailored experience that is unique and aligned with the customer perception of the company. Companies make use of automated and manual interaction audits. The auditing process considers all the key touch points from the customer's journey, from picking, choosing, and purchasing the products. The computerized audits work with specific tools, and the manual mode includes human intervention. While the software does quantitative analysis, the company still needs a human element to evaluate customer interactions and maintenance. Finally, the long-term strategy and investments in automated interaction tools can deliver excellence from all the automated customer audits.