Tone of voice AI and its impact on customer experience

Rana Gujral and Anu Sachdeva join us as they share the impact on customer experience tone of voice AI has had.

You’ve probably heard that it’s not what you say, it’s how you say it that matters. Well, what if I told you that there’s an AI system that can recognise how you speak and use this information to match your speaking style to the speaking style of, say, a call centre agent. That means that, whenever you call your bank, you’ll have a conversation with someone that shares your speaking style. The result? Better conversations for both customers and businesses.

Joining me to walk through how this technology works, and the impact its having in the financial services industry, is Behavioral Signals CEO, Rana Gujral, and Anu Sachdeva, Global Sales Leader at Genpact.

In this episode

00:00 Introduction and presenting Unparsed event. Get 50% off early bird tickets by using the promo code VUXWORLD – https://unparsedconf.com/
03:34 Welcome Rana and Anu
08:57 What is Genpact?
10:00 The market in the past 6 months
15:10 The increase / decrease of contact centre traffic
23:30 The Genpact and Behavioral Signals partnership
27:43 Quantifying the impact of tone of voice AI
32:33 Benefits of the partnership
34:57 Training models of tone of voice
40:33 Picking up on emotions
44:16 Integrations and the value of technology
51:12 Getting insights to the contact centre
57:12 Processing to the correct agents
1:04:40 Challenges of real-time matching
1:07:11 Outro

Visit – https://www.genpact.com/

Register for the upcoming webinar ‘Into the black hole: The metrics for measuring chatbot performance’ here – https://vux.world/into-the-black-hole/

Buy tickets now for our Unparsed event, get 50% off early bird tickets by using the promo code VUXWORLD or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/