The Engage AI effect
Positive agents are more engaged, so customers end calls feeling happy they’ve been listened to and understood. We know that using Engage AI improves the call center experience for customers as well as for agents. How? Because we’ve got the numbers from real-life conversations.
We analyzed 700,000 calls on which agents were using Engage AI and found a 12% increase in CSAT (customer satisfaction score)*. It was also shown that agents using their best tone with Engage AI had 27% shorter*, more effective calls. Shorter calls are less likely to cause call fatigue and improve productivity for the agents and the business.
The software analyzes customers’ and agents’ tone of voice in real time to understand the sentiments running through both sides of the conversation. In fact, Engage AI provides a more accurate read on customer sentiment – 50% more accurate on 100% of calls in real-time**. So your agents gain insight into how the customer is feeling live on the call, helping them better understand how to help.
Because tone is the deciding factor on whether the call ends with a happy customer – or not.
* These impacts are measured when the agents perform at their best, e.g. when their tone is in the top 10% out of all their calls. Based on the analysis of the top 10% of 700,000 Engage AI calls.
**Benchmarked against open source text-based sentiment analysis tools from Microsoft, Google, Amazon, BERT, and Assembly AI.