A coach on every call

We’ve found Engage AI to be the best solution for measuring customer experiences for 3 main reasons:

1. Engage AI is based on the power of the human voice rather than typical “speech to text” solution which converts the audio to text. Text is good for understanding content, but not as good at understanding customer sentiment and agent engagement and wellbeing
2. We measure in real-time. Most AI solutions only offer feedback after the call or with large delays. Real-time feedback offers agents the opportunity to fix any issues on the fly and gives the supervisors an opportunity to help immediately if needed
3. Engage AI is personalized and strength-based. Most AI solutions focus on finding errors (“you are not following the script”). Engage AI gives feedback based on a) agents’ typical performance, always ensuring encouragement in the progress and b) agents’ strength, giving credit when performances are strong more than pointing out errors.

Engage AI scores every single call, unlike survey tools that only have a 5-20% response rates and are often biased. Engage AI allows 100% measurement. Typical call monitoring/review by QM only selects a few random calls per agent. Engage AI allows all parties to see the whole picture instead of relying on the “luck of the draw”. And generally, if you evaluate customer sentiment or engagement based on words you have to literally evaluate every sentence. Most sentences will come across as neutral, but their tone will reveal sentiment and engagement quite easily.

Engage AI is designed for people who are speaking to customers, so it is also for e.g., financial advisors that would not typically refer to themselves as “contact center agents”, but where calls have high value and where there is typically some mechanism for ensuring customer consent to analyze the call.

Engage AI boosts motivation by giving praise when its warranted – for instance if an agent is delivering their best tone of the month. This can break the sometimes monotonous and tough days. This kind of praise is particularly valuable in hybrid work where supervisors lack the visibility to such moments.

Moreover, Engage AI finds in the data that agent’s tone levels vary throughout the day. For instance, many have a drop right after lunch. Engage AI gives them a small reminder if this happens and helps to pick themselves up and get back on track – and thereby lift the customer experience.

Finally, Engage AI gamifies the call experience by showing real-time avatars of the customer and agent where the sentiment and engagement of the avatars change based on the conversation flow. This delivers an experience you could call “video call without video” that – like a video call – can feel much more personal and engaging – and lift the performance of the agent as a result.

Speech-to-text is a very useful technology in the contact center. By transcribing all the conversations, it can provide a lot of value in terms of contact center automation (by automating the most frequent flows via chatbots or self-service), knowledge base improvements, voice of customer analytics (what are customers calling about), etc.

When it comes to real-time detection of sentiment and engagement, speech-to-text cannot detect the difference between a highly energetic and friendly sounding agent and someone using the same words. And it is very challenging to categorize sentiment and engagement levels in real-time using the words spoken. And finally, it is much harder to scale speech-to-text across different languages, whereas our technology works with any language.

Engage AI does not identify, or attempt to identify, the caller. Engage AI also does not link records for the same caller. Engage AI does not measure and record the words of the customers. Engage AI only measures customer sentiment (from “frustrated” to “happy”) and agent tone (from “low energy and unfriendly” to “energetic and friendly” on 0-10 scales during the call. We do our best to guide customers to correct product usage but ensuring the right level of compliance across their systems landscape is ultimately the customer’s responsibility.

Engage AI is a software-as-a-service solution managed by Jabra. Each user in your organization will need to have a client application installed, which can be easily set up through MSI.

There is a lot of value in the interfaces we provide directly, but of course you can take the data out and review it in your preferred BI/analytics systems. For this purpose, we have created a very simple data API to extract the data.

Yes! The AI model has been rigorously tested in most languages and accents and we have not been able to find any noteworthy biases at this point.