A coach on every call

It’s not what you say…

Customer satisfaction is the number one performance metric in today’s contact centers, but it’s hard to measure. We’ve all had to try and decode a text message that just said “OK”. If that’s hard for us, Speech-to-Text systems also has no chance. The feedback from surveys is sporadic, and often biased. We’re not big fans of guessing, we prefer a more scientific, data-driven approach.

Your tone is one of the most powerful customer service tools in your toolbox. Research shows that tone is the most effective predictor of emotion, such as sentiment, engagement levels, and well-being. How something is said is far more impactful than what’s actually being said.

Customers won’t remember the exact words you used, but they will remember that you sounded friendly and engaged. They will remember that you empathized with their situation and did everything you could to help. That impression comes from your tone, which research has shown is more informative than body language.

Engage AI uses our revolutionary new voice analytics technology to understand the tone of both sides of the conversation. It then displays the live results to the agent in a simple, fun, and engaging way, so they can adjust their tone in real-time.

Tone knows no borders

The best thing about tone is that it knows no borders. An angry person still sounds angry in Danish, English or Spanish.

Engage AI is designed and tested to work effectively for many types of speakers and languages. Deployment is simplified for contact centers, providing more reliable analytics and more fair results.

Bye bye bias

One important focus of Engage AI has been to eliminate biases. Unfortunately, even some of the very best AI systems have been found to exhibit biases, for example towards gender or ethnicity.

With Engage AI we take extra steps to ensure biases are neutralized as fast as they’re discovered. All models are subjected to a large battery of bias-tests before being deployed. And for extra peace of mind, agents can remove calls from the analysis if they feel they were unfairly scored. After all, continuous learning is exactly what AI is about.