CX NYC 2018

Ian Jacobs

Speech Analytics Has Found Its Voice With AI

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Top 11 AI building blocks shown. Base: 577 North American data and analytics decision-makers

Source: Forrester Data Global Business Technographics® Data And Analytics Survey 2017

Speech Analytics is a top AI priority for enterprises

21%

21%

21%

23%

23%

23%

24%

25%

25%

26%

28%

AI-optimized hardware

Intelligent recommendations

Robotic Process Automation

Facial recognition

Deep learning platforms

Image and video analysis

Speech analytics

Speech recognition

Decision management

Machine learning platforms

Virtual agents

Which of the following building blocks are/will you be using for AI?

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Emotion rises to the top

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CX stagnation has set in!

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Customer service rep (CSR) is empathetic and understands customer needs

Brand values customer’s time

Company makes customers feel valued

Access to customer service is convenient (e.g., phone, app, or chat)

Customer can easily reach a live person when needed

CSR has the authority to solve problems without having to ask a supervisor

Company resolves issues quickly

CSR makes sure that all of a customer’s questions are answered

Company repairs or replaces faulty products

Emotion

Ease

Effectiveness

CX quality Customer service quality

Service influences the three E’s of CX

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Not enough focus on emotion – or too much focus on effectiveness

Customer service rep (CSR) is empathetic and understands customer needs

Brand values customer’s time

Company makes customers feel valued

Access to customer service is convenient (e.g., phone, app, or chat)

Customer can easily reach a live person when needed

CSR has the authority to solve problems without having to ask a supervisor

Company resolves issues quickly

CSR makes sure that all of a customer’s questions are answered

Company repairs or replaces faulty products

Emotion

Ease

Effectiveness

CX quality Customer service quality

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How do you influence emotion in customer service?

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Source: Cogito

Emotional cues

to the agent

Real-time CX

health check

AI-fueled speech analytics provides one route

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Source: Mattersight

Personality matching – analytics-driven routing

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Augmented Intelligence and call routing

AI

Insights

Human

Engagement+

Customer-agent

matching/routing

Personality

classification

+AI

Orchestration

Quality human-

human interactions

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Source: Calabrio

Speech analytics can even predict NPS

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Source: James St. John

Speech Is An

Untapped

Gold Mine

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What customers want Intent extraction

How customers feel Sentiment, tone & emotion

Who customers areDemographics &

personality

Think of what you can tell from speech

With AI, we can extract and take action on these insights at scale

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Augmented Intelligence for better customer experiences

Feel

› Anger / Irritation

› Fear

› Joy / Laughter

› Sadness

› Surprise

› Excitement

Convey

› Empathy

› Energy

› Engagement

› Tone

› Listening

Call-level NPS

& CX scores

Source: Senado Federal - flickr

Real-time Rep

Coaching

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DYKWIA???

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With AI, machines can know who we are

Myers Briggs

› Extrovert –Introvert

› Sensor – Intuitive

› Thinker – Feeler

› Judger - Perceiver

Political Leaning

› Conservative

› Liberal

› Libertarian

› Green

OCEAN

› Agreeableness

› Conscientiousness

› Extraversion

› Emotional range

› Openness

PCM

›Organizer

›Connector

›Advisor

›Original

›Doer

›Dreamer

Values, Needs

› Helping others

› Self enhancement

› Love, curiosity …

Demographics

› Age

› Gender

› Education

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Marketing campaign optimization

AI

Insights

Human

Judgement+Automatic

matching to online

Ad spending

Speech analytics to

identify call drivers

+AI

Orchestration

Marketers

optimize

keyword bids

>50% decrease in total

campaign spending +

greater lead volumes

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Joining the AI Speech Analytics revolution

AI APIs &

Developer Tools

AI-fueled Engagement

Analytics Platforms

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Potential for speech analytics in driving healthier (and happier) people

Stress Management

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Potential for speech analytics in driving healthier (and happier) people

PTSD &

Brain Injury

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Potential for speech analytics in driving healthier (and happier) people

Coronary Artery Disease

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Source: James St. John

Cat’s soccer pants?

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Tuffy (dog toys)

consistently

heard as taffy

Machine learning

consistently fixes

the error

AI can make mistakes less relevant

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Source: Luis Miguel Bugallo Sánchez

Despite

the

irony, AI

can…

imbue

interactions

with

emotion

Thank youIan Jacobs

+ 415.294.8190

ijacobs@forrester.com

Twitter: @iangjacobs

For further reference:

New Tech: AI-fueled Speech

Analytics Solutions (forthcoming)

New Wave: AI-fueled Speech

Analytics Solutions (forthcoming)