Artificial intelligence has been integrated into numerous areas of business, including effective sales management, and customer interaction. There are still some risks associated with the use of AI as a new and evolving concept, but the many benefits of AI systems retain their worth for customer profiling and analysis.
AI can be used to detect speech characteristics, such as tone of voice, mood, and attitude. When customers call a sales team, AI can analyze their speaking styles and connect them with the appropriate call handlers. For example, an individual identified as friendly and talkative from previous interactions can be transferred to a phone operator who is most successful with these types of customers. This also works on the opposite end of the spectrum, with someone who has a history of negative interactions on the customer service line being connected to a customer services agent with more experience handling difficult callers. When customers are transferred to call handlers who better understand their needs and the styles of interaction that create the best connections, the company is more likely to make a successful sale or create a positive customer experience. Forbes estimates that voice AI will be handling 20 percent of all customer service queries by 2022.
Voice recognition AI typically involves conversational AI, natural language processing (NLP),, and automatic speech recognition (ASR). Combining these elements results in the effective analysis of records, the enablement of machine learning systems, and the breakdown of speech characteristics for a better understanding of customer needs. AI will use machine learning (using algorithms that can learn from recorded history and improve its function) to ensure that data collected by NLP and ASR is used to its full potential.