Voice Intelligence: What is it and How Can It Help Your Business?

What Is Voice Intelligence?

Voice Intelligence brings the power of AI (Artificial Intelligence) to every phone call in a business. It can be applied to internal calls between employees and calls with customers. A business can use Voice Intelligence for optimizing a call center, getting customer insights, improving a product, and increasing productivity.

AI and Machine Learning

Machine learning is software that can learn or teach itself. This means that the Voice Intelligence system is always improving. As more data such as voice calls and voicemails are inputted into the Voice Intelligence system, the system learns more and gets better at processing the data. So as time goes on, the Voice Intelligence system becomes more accurate, improves at conversation processing, and overall becomes more nuanced.

Natural Language Processing

Natural Language Processing (NLP) is software that allows a computer to “understand” natural, human conversations. NLP allows Voice Intelligence to more accurately process business conversations in real-time. NLP also allows Voice Intelligence to produce easy-to-read transcriptions of conversations that are accurate and capture subtleties of language, making it easier to comprehend.

Speech Recognition

Voice recognition allows distinct speakers to be identified by Voice Intelligence tools. Having the ability to identify different, distinct speakers means that different speakers can be identified in a conversation and their dialogue can be more accurately transcribed.

What Can Voice Intelligence Do?

Voice Intelligence utilizes the tools discussed above to help businesses. How? A Voice Intelligence system helps a business by producing transcriptions, providing real-time assistance, and keeping records automatically.

Transcriptions

Recording customer calls and employee meetings can be helpful but transcribing those calls or meetings is very time-consuming or needs a separate employee to do. Transcribing can take away a lot of resources from a business. Voice Intelligence provides automatic transcription. Voice Intelligence can even transcribe a conversation as it is happening in real-time.

Real-Time Assistance

Record Keeping

Manually keeping records of calls and conversations can be time and money-consuming. Keeping these records must also be compliant with local laws and regulations. Voice Intelligence automates this record keeping. Voice Intelligence keeps records of every call and message including the transcripts, notes, and minutes. This makes it easy to save, search, and share a record.

How to Use Voice Intelligence

Live Transcription

Voice Intelligence can show a transcript of the full conversation in real-time. This allows sales assistants and customer service agents to scan over the full conversation while still in a call as well as return to any points in the conversation they may have missed.

Note Down Important Details

It can be difficult and distracting for employees to take notes while in a conversation but it can also be hard to remember important details if no notes are taken. Voice Intelligence tools can help employees take notes on important details.

Post-Call Summaries

Voice Intelligence can combine the output of the above features and generate a call summary. This allows employees to review the conversation and identify important key points and lessons.

Better Supervision

Using Voice Intelligence, managers and supervisors can monitor call transcripts as a call is happening. This allows managers and supervisors to identify if they need to intervene or assist an employee who may be on a sales or service call. All of these tools can be used to review calls, check the outcome of those calls, and identify possible improvements.

Conclusion

Tools like interactive voice response and online phone software allow customers to call businesses directly. Voice Intelligence enables businesses to record and capture calls and learn from them. It uses the power of Artificial Intelligence to help a business by assisting with sales, freeing up sales assistants’ time, and giving sales assistants and customer service agents real-time customer insight. This allows a business to provide better customer service.

Jenna Bunnell, Senior Manager Content Marketing at Dialpad
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Jenna Bunnell
Senior Manager, Content Marketing — Dialpad

Jenna Bunnell is the Senior Manager for Content Marketing at Dialpad, an AI-incorporated cloud-hosted unified communications and automatic call distribution system that provides valuable call details for business owners and sales representatives. She is driven and passionate about communicating a brand’s design sensibility and visualizing how content can be presented in creative and comprehensive ways.

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Business Communications. Solved. Otherwise a massive lover of all things tech and marketing.