CX AI Features

// // introduction today’s consumers have an abundance of choice in a borderless and boundless digital landscape they’re increasingly impatient with brands that don’t deliver on their expectations every engagement is a piece of the experience, and builds on one another information is power , and with cx ai powered by over 20 years of contact center research and innovation, elevateai enables immediate insight into interactions at scale including voice activity voice activity and purposeful, pre built behavioral models behavioral models we are pleased to announce pleased to announce that effective v1 11, all declared interactions include the available cx ai processing elevateai provides access to an ai framework that enables you to make every application and process smarter complete, objective, and automated analysis of your interactions predictive and prescriptive insights purpose built and ready made models // // voice activity for any audio interaction, the voiceactivitysegments included when retrieving cx ai results retrieving cx ai results provide the start and stop time in milliseconds for all voice and silence segments, enabling immediate insight into total non interaction time non interaction time (reflective of the time participants are not interacting with one another as a result of holds and/or silences) in addition, for audio interactions, elevateai automatically identifies automatically identifies whether each voice segment is associated with particpantone or particpanttwo , empowering you with information related to the total talk time associated with each speaker as well as any cross talk that may have occurred and who initiated it sample cx ai response { "allparticipants " { "voiceactivitysegments" \[ { "starttimeoffset" 0, "endtimeoffset" 4920, "result" "voice" }, { "starttimeoffset" 4920, "endtimeoffset" 7560, "result" "silence" } ] } } // // enlighten bundles nice enlighten nice enlighten scores associated with each behavioral model are represented as an overall score, as well as through each quartile of the interaction, providing key insight into shifts in behaviors behaviors for customer satisfaction behaviors for customer satisfaction // // acknowledge loyalty the acknowledge loyalty score acknowledge loyalty score indicates how effectively an agent acknowledges a caller’s long term relationship with the organization and expresses appreciation for their loyalty a higher score suggests the agent is proficient agent is proficient at recognizing customer tenure in a natural, conversational way the model was trained to evaluate the entire conversation – considering language from both the agent and the caller – to assess agent performance agent performance and determine this score for the most accurate assessment, we recommend using the allparticipants score, which reflects the interaction as a whole // // active listening the active listening score active listening score reflects how well an agent listens and responds during a conversation a higher score reflects higher predicted agent proficiency agent proficiency , indicating that the agent is engaged, responsive, and avoids asking the caller to repeat information unnecessarily the model was trained to evaluate language from both the agent and the caller to assess listening behavior because of this, we recommend using the allparticipants score to get the most accurate view of agent performance agent performance // // be empathetic the be empathetic score be empathetic score reflects how well an agent acknowledges the caller’s issues and shows understanding of their impact or hardship a higher score suggests higher predicted agent proficiency agent proficiency in demonstrating strong empathy during the conversation the model analyzes both sides of the conversation — agent and caller — to assess empathetic behavior to get the most accurate insight, we recommend using the allparticipants score when evaluating this agent behavior metric agent behavior metric // // build rapport the build rapport score build rapport score measures how effectively an agent creates a personal connection with the caller by engaging in friendly, general conversation not directly related to the reason for the call a higher score indicates strong agent proficiency agent proficiency in building trust and comfort through small talk or positive interaction the model analyzes language from both the agent and the caller to assess this behavior for the most accurate results, we recommend using the allparticipants score when evaluating agent performance agent performance // // demonstrate ownership the demonstrate ownership score demonstrate ownership score measures how effectively an agent shows they understand the caller’s issue and are committed to helping resolve it a higher score indicates strong agent proficiency agent proficiency in providing reassurance and taking responsibility during the interaction the model evaluates language from both the agent and the caller to assess this behavior for the most accurate results, we recommend using the allparticipants score when reviewing this agent metric agent metric // // effective questioning the effective questioning score effective questioning score reflects how well an agent asks thoughtful, purposeful questions to better understand the caller’s experience, concerns, or needs a higher score indicates strong agent proficiency agent proficiency in using questions to explore issues and uncover opportunities during the conversation the model analyzes both sides of the conversation – agent and caller – to assess the agent's ability to ask meaningful, insightful questions throughout an interaction for the most accurate insight, we recommend using the allparticipants score when evaluating agent performance agent performance // // inappropriate action the inappropriate action score inappropriate action score reflects how well an agent avoids behaviors that are considered unprofessional or offensive – such as refusing a reasonable transfer request, using inappropriate language, or acting disrespectfully a higher score indicates strong agent proficiency agent proficiency in consistently maintaining appropriate conduct throughout the conversation the model analyzes language from both sides of the conversation — agent and caller — to evaluate this behavior to ensure the most accurate results, we recommend using the allparticipants score when assessing this agent behavior agent behavior // // promote self service the promote self service score promote self service score measures how effectively an agent encourages callers to use available self service options – such as an ivr system, website, or mobile app – when appropriate a higher score indicates strong agent proficiency in guiding customers to helpful self service tools that can streamline future interactions the model evaluates language from both sides of the conversation – agent and caller – to evaluate this behavior to get the most accurate results, we recommend using the allparticipants score when assessing this agent behavior agent behavior // // sentiment the sentiment score sentiment score indicates the predicted likelihood that a customer would give a positive rating in a post contact survey, post interaction the score is based on both spoken language spoken language ( what was said) and acoustic cues ( how it was said), including pitch and tone, laughter detection, and crosstalk the model was trained to analyze the full conversation – across both the agent and the caller – to determine customer sentiment for the most accurate results, we recommend using the allparticipants score when assessing this customer behavior customer behavior // // set expectations the set expectations score set expectations score measures how effectively an agent communicates next steps, outlines required actions, and helps the caller understand what to expect after the interaction a higher score indicates strong agent proficiency agent proficiency in providing clear, proactive guidance that builds confidence and reduces uncertainty the model evaluates language from both the agent and the caller to assess this behavior for the most accurate results, we recommend using the allparticipants score when assessing this agent behavior agent behavior vulnerable customer behaviors vulnerable customer behaviors a vulnerable customer vulnerable customer is defined by the uk financial conduct authority as "someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care " these customers may require additional actions on the part of financial firms to ensure they receive fair and equal service // // vulnerable customer the vulnerable customer score vulnerable customer score indicates the predicted likelihood that a caller may fall into one or more of the five defined vulnerable customer sub categories referenced in contact centers, which include health , life events , resilience , capability , and age related factors a higher score suggests the presence of language or behavior that signals potential vulnerability during the conversation the vulnerable customer model analyzes both sides of the conversation – agent and caller – to evaluate potential indicators across a conversation for the most accurate insight, we recommend using the allparticipants is leveraged when assessing this customer behavior customer behavior // // vulnerable capability the vulnerable capability score indicates the likelihood that a customer has limited knowledge or confidence in managing financial matters it also reflects challenges in other areas like financial literacy or digital skills a higher score means the customer may need extra support due to these vulnerabilities the model analyzes both sides of the conversation – agent and caller – to identify this behavior for the most accurate assessment, we recommend using the allparticipants score when assessing this customer behavior customer behavior // // vulnerable health the vulnerable health score vulnerable health score indicates the likelihood that a customer is experiencing physical health conditions or illnesses that impact their ability to manage daily tasks a higher score suggests the customer may need additional support due to these health related challenges the model analyzes both sides of the conversation – agent and caller – to identify this vulnerability for the most accurate results, we recommend using the allparticipants score when assessing this customer behavior customer behavior // // vulnerable life event the vulnerable life event score vulnerable life event score indicates the likelihood that a customer is going through difficult situations such as bereavement, job loss, or relationship breakdown a higher score suggests the customer may need extra care and support due to these challenges the model analyzes language from both sides of the conversation – agent and caller – to identify this vulnerability for the most accurate results, we recommend using the allparticipants score when assessing this customer behavior customer behavior // // vulnerable mental health the vulnerable mental health score indicates the likelihood that a customer is experiencing mental health conditions that impact their ability to manage daily activities a higher score suggests the customer may need additional support or care due to these challenges the model evaluates language from both sides of the conversation – agent and caller – to identify this vulnerability for the most accurate assessment, we recommend using the allparticipants score when assessing this customer behavior customer behavior // // vulnerable resilience the vulnerable resilience score vulnerable resilience score indicates the likelihood that a customer has a reduced ability to cope with financial and/or emotional stress a higher score suggests the customer may need extra support due to these challenges the model evaluates language from both sides of the conversation – agent and caller – to identify this vulnerability for the most accurate assessment, we recommend using the allparticipants score when assessing this customer behavior customer behavior financial distress financial distress (beta) high risk transaction high risk transaction (beta)