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The conversation with the customer doesn’t end with the termination of the call

The saying “Actions speak louder than words” holds true when it comes to the interaction between service providers and their customers and prospects. A survey revealed that 70% of respondents believed that businesses made promises to them in the past year, but only 60% felt that those promises were actually fulfilled. Furthermore, nearly two-thirds of […]

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Reimagining the Role of Chatbots in Customer Service

At what point does a customer service chatbot transcend its basic function? When it engages in natural communication with AI-powered customer service capabilities. The association between chatbots and customer service has been well-established. However, despite their prevalence, customer service chatbots have undergone minimal changes in recent decades. While they excel at handling basic inquiries like […]

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Agents can prioritize customers instead of being consumed by notes

In today’s era of digitization and intense competition, businesses recognize the paramount importance of customer experience. It goes without saying that exceptional customer support and service are instrumental in creating a positive customer experience, and the contact center serves as a pivotal component in achieving this. To effectively cater to their customers, businesses worldwide have […]

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AI-Powered Contact Centers: The Future of Banking Empowerment

In recent times, artificial intelligence (AI) has emerged as a formidable technology, often called the fourth industrial revolution, that enables machines to think and act like humans. With its ability to push the limits of machine-enabled capabilities, AI is expected to continue making complex decisions and enhancing efficiency in our lives. It is projected that […]

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The Benefits of Conversational AI and Automation for Banking and Financial Companies

The implementation of conversational AI and automation has the potential to bring about a significant transformation in the banking and financial sectors by streamlining repetitive tasks and enhancing the customer experience. By leveraging AI and automating contact centers, banking and financial services can be made more accessible and user-friendly. The integration of conversational AI in […]

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The transformative impact of Voice AI on the Automobile BDC

What does BDC stand for? A BDC, short for Business Development Center, refers to a team of agents responsible for providing customer support by managing inbound and outbound customer inquiries, scheduling showroom visits, service appointments, and other related tasks. Forward-thinking car dealerships understand the significant potential for return on investment in their customer assistance and […]

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Using Conversational AI to Increase Adoption and Reduce Abandonment

The application of conversational AI involves using voice and text-based dialog management systems to interact with users and provide answers to their questions. While text-based systems have been used for some time, their success has been inconsistent due to rushed deployment by some businesses resulting in frustrated users.  However, recent successes such as ChatGPT have […]

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Emerging Trends in Conversational AI for 2023

It’s an undeniable fact that AI is the future, and it’s making digital life more comfortable and convenient. Conversational AI has been a hot topic in the IT industry for several years, and its popularity doesn’t seem to be fading away. According to recent statistics, the conversational AI market was worth $40.9 million in 2018, […]

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What is an AI agent assist? How can it benefit a company?

What Is an AI Agent Assist AI agent assist refers to a virtual assistant that simulates human interaction and can automate workflows, thereby reducing manual effort in a company. While it is commonly used in customer service, it can also be utilized in other areas such as medical or technical support, sales and marketing, and […]

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6 Benefits of Utilizing an Agent Assist Bot for Customer Support Teams

How Agent Bots Can Simplify the Workload of Your Customer Support Agents The foundation of any organization is customer support agents, who are the first point of contact for customers and handle various types of inquiries. However, an automated bot that can perform these tasks for them would make their job easier. This is the […]

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Understanding AI Chatbots: A Guide to Various Types of Virtual Assistants

The use of chatbots as a means of virtual communication has grown significantly and is considered the future of such interactions between businesses and customers. According to reports, the global chatbot market, which was worth $2.6 billion in 2019, is projected to reach $9.4 billion in 2024, growing at a compound annual rate of 29.7%.  […]

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Improve Revenue Cycle Management Outcomes with Conversational AI and Automation

Healthcare budgets and staffing resources can be heavily impacted by revenue cycle management (RCM). However, there are ways to mitigate these effects. Difficulties encountered in managing revenue cycles The process of Revenue Cycle Management (RCM) is inherently complicated, with several steps requiring significant human effort and being prone to errors. Any errors made in the […]

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Leveraging Conversational AI to Turn the Great Resignation into a Positive Opportunity

As a result of the ongoing trend of “the Great Resignation,” where employees are quitting their jobs voluntarily due to various factors such as lack of career growth opportunities and high living expenses, the contact center industry is experiencing the consequences of increased agent attrition and difficulties in onboarding new agents. However, with the emergence […]

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How to Apply Emotional Intelligence in Remote and Hybrid Work Environments ?

If you wouldn’t trust someone with basic car maintenance skills to fix the brakes on your car, or someone with only a Red Cross first aid certificate to perform open heart surgery, then how can you expect your employees to work effectively and confidently in a completely different environment without the necessary skills? It’s important […]

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The Revolutionizing Impact of AI on Workplace Safety

Rising concerns about workplace safety are being driven by factors such as increased work demands, inadequate employee support, and the introduction of new technologies. Business leaders are increasingly worried that workplace safety will become more challenging to maintain due to shifts in employee mental health and talent retention, with over one-third of them sharing this […]

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Boosting Customer Experience in Call Centers: Seven Coaching Tips That Work

The contact center is frequently the primary point of contact between a company and its customers, both before and after a purchase is made. The performance of a call center is largely dependent on the competence and professionalism of its agents.  Therefore, it is crucial to provide agents with adequate training, tools, and techniques to […]

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The Future of Customer Support Lies in the Power of AI

A few decades ago, businesses invested in call centers to improve their relationships with customers by offering a way to inquire or complain about their products or services. These centers mainly relied on fixed-line telephone lines, which worked well for linear communication. However, with the advent of advanced communication technologies, customers now have various means […]

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The importance of transcription accuracy in contact center conversation intelligence

Many businesses miss out on valuable insights due to inaccurate transcription in their call centers. This highlights the crucial role that transcription accuracy plays in the success of a business. Companies are now using conversation intelligence and quality assurance (QA) automation solutions to extract insights from frontline interactions in call centers. However, one critical element […]

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Maximizing Customer Service Efficiency with 5 AI-based Techniques

Appreciating the Value of Artificial Intelligence in Customer Service and AI Agent Support In today’s digital age, customers want fast, efficient, and personalized customer service. To deliver on these expectations, businesses are turning to Artificial Intelligence (AI). AI-powered customer service solutions can automate routine tasks, analyze customer data, and provide tailored recommendations to enhance the […]

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Top 10 Words Not to be Used in Sales Calls

Nowadays, most of the words used over sales calls are based on human intuition. But Human intuition has its limits. Our research suggests that there are a host of words that kill a sales deal. The data science team at ODIO have analyzed 10000+ B2B sales call recordings using our conversational intelligence platform. Every call […]

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How Gender Affects Close Rates in Sales

We have seen a lot of people claiming that women are said to be better sellers or men are said to be better sellers. All these claims are mostly stated out of intuition instead of with a solid reason. So our team at ODIO recorded, speaker-separated, transcribed, and analyzed 10000+ sales calls of men and […]

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Advantages of Using Speech Analytics for Sales

Speech analytics is basically a technological software that analyses calls by transcribing them into text for delving deeper in order to derive intricate insights, trends and metrics. These are derived to assess agent performance for constructive feedback and improvement. Moreover, it helps to understand the dynamics of the customer trends which further helps the organisation […]

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Acing Sales Pitch to Maximise Conversion

A good sales pitch always conveys the intended message to the target company or individual in a very compelling manner. Due to the varying nature of different individuals and companies, crafting a winning sales pitch every time is not easy. Thus, it becomes necessary to create a killer sales pitch with well-defined pitch points that […]

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Ecommerce Business of Large Consumer Products Conglomerate

E-commerce companies have been at the forefront of leveraging the power of conversational AI. In the current COVID-19 scenario, digital shopping has emerged as the safest and most convenient way for businesses to interact with their customers which has significantly boosted the growth of the e-commerce industry. ODIO is helping an ecommerce arm of a […]

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Alphanumeric Voice Recognition with Masking of Confidential Information

In today’s world, customer service widely involves the use of alphanumeric characters and a lot of confidential numeric data. Such characters are frequently used in serial numbers, passwords, OTP, tracking numbers, financial data, etc. Most of the sales guys and the customer service staff can totally feel the uneasiness in the voice of customers while […]

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Closing the Toughest Sales Deals

Closing the toughest sales deals is a potential nightmare for many sales agents because of its random and complex nature. It becomes vital to understand the complexity and particulars of the product to alleviate the pain points of their client. This incurs a rigorous manual training process that further involves the usage of multiple use […]

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Word Error Rate and Speech Recognition

In the domain of conversational AI, word error rate is an extremely important measure to determine the accuracy of any Automatic Speech Recognition (ASR) system. Simply speaking, it calculates the number of errors in the transcription text produced by the ASR system. In the field of automatic speech recognition, word error rate is the modus […]