... AI MAY STRUGGLE TO GRASP THE CONTEXT OF CERTAIN CUSTOMER INTERACTIONS .
QUALITY ASSURANCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE FUTURE OF QA IN CONTACT CENTERS
LEVERAGING AI AND COACHING FOR IMPROVED PERFORMANCE .
BY SHARON OATWAY , VEREQUEST
We all understand that quality assurance ( QA ) is vital in maintaining and enhancing performance within contact centers . Traditionally , human QA analysts have been responsible for assessing agent interactions to identify areas of improvement . However , with the advent of speech analytics and artificial intelligence ( AI ), the landscape of QA in contact centers is rapidly evolving .
SPEECH ANALYTICS AND QA
In recent years , the contact center industry has witnessed a significant shift in its approach to QA . According to a survey published in 2023 by Market Research Future , the speech analytics market is expected to reach $ 9.33 billion
34 CONTACT CENTER PIPELINE by 2030 . This underscores the growing recognition of the importance of leveraging technology to gain actionable insights from customer interactions .
Speech analytics employs natural language processing ( NLP ) and machine learning ( ML ) algorithms to transcribe , categorize , and analyze recorded calls , enabling organizations to uncover valuable insights . It assists in identifying recurring customer issues , tracking agent adherence to scripts and compliance , and even detecting customer sentiment .
... AI MAY STRUGGLE TO GRASP THE CONTEXT OF CERTAIN CUSTOMER INTERACTIONS .
According to a 2021 Aberdeen Group study , companies that employ speech analytics achieve a 16 % higher first contact resolution rate and a 12 % higher customer satisfaction rate than those that do not . These statistics underline the significant impact speech analytics can have on overall contact center performance . But there are limitations .