Automated Customer Support Call Analysis with AI Integration

Automated Customer Support Call Analysis

1. Call Recording

1.1 Initiate Call Recording

Utilize VoIP technology to automatically record customer support calls.

1.2 Store Recordings

Store recorded calls in a secure cloud storage solution, ensuring compliance with data protection regulations.

2. Transcription

2.1 AI Transcription Tool Selection

Select an AI-driven transcription tool such as Rev.ai or Otter.ai for accurate speech-to-text conversion.

2.2 Automated Transcription Process

Upload recorded calls to the transcription tool for processing. The AI algorithms will convert audio files into text format.

3. Data Analysis

3.1 Sentiment Analysis

Implement sentiment analysis using tools like IBM Watson Natural Language Understanding to assess customer emotions during calls.

3.2 Keyword Extraction

Utilize AI-driven tools such as Google Cloud Natural Language API to extract relevant keywords and phrases from transcriptions.

4. Reporting

4.1 Generate Reports

Compile analysis results into comprehensive reports using data visualization tools like Tableau or Power BI.

4.2 Share Insights

Distribute reports to relevant stakeholders to inform business decisions and improve customer support strategies.

5. Continuous Improvement

5.1 Feedback Loop

Establish a feedback mechanism to gather insights from customer support representatives regarding the analysis process.

5.2 Iterative Enhancements

Continuously refine AI models and transcription processes based on feedback and emerging technologies to enhance accuracy and efficiency.