Observe AI Unveils AI Agents for Voice of Customer Intelligence

VOC AI has received excellent testimonials mainly in regards to prominent hardware manufacturers at CES 2024. VOC AI’s emphasis on automation and AI-driven insights resonated with a global audience, positioning the company as a leader in the rapidly evolving landscape of customer engagement sought after by these industries. Finally, it might be already evident that the workflow described above needs to be supported with a very strong and matured technology platform and infrastructure setup. This includes a robust data strategy in the form of an enterprise data lake, an analytics platform strategy in the form of right databases, messaging platforms, visualization tools, and more, and an AI platform strategy in the form of AI infrastructure and toolsets. Based on real-time feedback, companies are taking real-time actions through AI, identifying positive and negative sentiment and providing next action recommendations to human-assisted interactions, “leading to better outcomes,” said Ziv with Verint.

The Takeaway: Listening to Customers Leads to Better Insights

• The technology landscape around VoC has seen massive changes in the past decade and is bound to change even further in the days to come.
• Customer reviews are an excellent source of VoC data and are typically very positive or very negative, each of which is useful for obtaining actionable insights.
• The new release for GenAI Insights expansion takes this beyond the contact center—breaking down barriers to access and enhancing the granularity of insights for faster, smarter decision-making for all.
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• Finally, it might be already evident that the workflow described above needs to be supported with a very strong and matured technology platform and infrastructure setup.

As we heard from Maxie earlier about the low customer response rate in surveys, NICE inContact is making them more valuable and relevant by augmenting them with analytics, calls/email/various customer interactions, and VoC inference through indirect feedback. This augmented data gives the ability to cross-reference the data points in a survey in order to get a better profile of your customer needs. One effect AI is having on data is that it is making it more granular, allowing behavioral profiling and contextual customer and channel experiences to scale to levels never seen before. Using AI and machine learning, Chris tells us, his organization is developing what they are calling multi-channel surveys. Through their software Krish says they can measure customer satisfaction, customer loyalty and overall business performance, and provide direction on how to improve them.

AI in Direct Customer Feedback

With a focus on artificial intelligence and advanced customer service solutions, VOC AI showcased its incredible technological prowess in enhancing customer engagement and operational efficiency. It left a lasting impression on attendees and received numerous testimonies and accolades for its contributions. ‘Customer centricity’ and ‘customer obsession’ are two fundamental principles that almost any enterprise has to live by in order to be successful in today’s increasingly competitive market. A stepping stone towards this journey of customer centricity is the ability to ‘listen’ to what customers are saying both explicitly and implicitly about the enterprise and its products and solutions.

Experience Management Is Missing an Important Constituent: The Product Itself

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Continuous Monitoring Strategy Makes VoC Returns Richer

At the core of its offerings is the Voice of Customer AI Agent for Customer Service, a crucial tool that utilizes e-commerce and social media feedback to decipher market trends and consumer needs. This, combined with Consumer Insight Solutions, empowers businesses to align product development with consumer demands and gain intelligent market analysis. An effective VoC initiative requires that brands obtain genuine, organic omnichannel customer feedback, a process that requires multiple methods and avenues. Voice of the customer tools help businesses collect, analyze and act on customer feedback across various channels like surveys, social media and customer service interactions. With ever-evolving consumer behaviors and demands, delivering a good customer experience has become as crucial as the product or service offered.

Modernized, AI-enabled VoC to meet today’s CX

Social listening enables brands to obtain feedback from not only their own social presence but also their customers’ social media profile pages. Unlike surveys or interviews where customers may feel pressured to provide positive feedback, social media is a place where users feel free to post their genuine beliefs, likes and dislikes, and they are not afraid if their views are seen as negative. This allows brands to obtain actionable insights that will enable them to eliminate pain points in the customer journey, fix problems with their products or services or add new features that customers want to see.

The Net Promoter Score (NPS) survey is one such widely used tool in the industry for capturing customer feedback.•    External channels are outside of the direct control of the enterprise and therefore typically open to everyone in the ecosystem. Social media platforms such as Twitter, Facebook, Instagram, and Reddit are good examples here. By listening to the Voice of the Product, businesses have not only MORE data to turn from knowledge to insight, but that insight also comes from a source that cannot, through its programmed nature, “distort” the truth through language or emotion like humans do. Cognitive biases can have a tremendous impact on how much of what a user tells about their user experience is actually rooted in objective truth vs. individual (mis-)perception. By listening to your product, you will get both sides of the story, and your view will be much more complete and accurate. Use it to build better products, to deliver better services, and systematically understand product usage in order to drive change.

NLP and Text Analytics Enhance VoC Programs, Boost CX Engagement

•    Internal channels are generally offered and controlled by enterprises as a direct line of communication between the customer and the enterprise. Some of the most used internal channels of customer interactions are incoming phone calls, virtual assistant chats, live agent chats, and e-mails. Apart from these, customers also provide explicit qualitative and quantitative feedback through mediums such as surveys.