Name: AI Mediated Conversations (AI-MC)
Author: Behavioral Signal Technologies

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AI-Mediated Conversations (AI-MC) is an automated call routing solution offered by Behavioral Signal Technologies, Inc. According to the vendor, AI-MC aims to enhance customer experiences and improve call outcomes by utilizing emotion AI and voice data analysis to match customers with the best-suited agents based on their specific needs. This product is designed for small to large enterprises across various professions and industries, including call centers, customer service departments, sales and marketing teams, debt collection agencies, financial institutions, and healthcare providers.

## Key Features

**Automated Call Routing**: According to the vendor, AI-MC automatically routes customer calls to the most suitable agents based on emotion AI and voice data analysis. By leveraging real-time voice data, the system aims to ensure accurate matching with agents who possess the necessary skills and rapport-building abilities.

**Emotion AI and Voice Data Analysis**: The vendor states that AI-MC utilizes advanced natural language processing algorithms to analyze speech patterns, intonation, and other vocal cues to understand the emotional state and behavior of both customers and agents. This analysis helps create comprehensive profiles for effective matching based on emotional compatibility.

**Behavioral Signal Processing**: According to the vendor, AI-MC employs behavioral signal processing techniques to extract meaningful insights from voice data and identify behavioral patterns. By analyzing aspects such as turn-taking, speech rate, and vocal intensity, the system aims to gain a deeper understanding of conversation dynamics to optimize the matching process.

**Customer-Agent Matching**: The vendor claims that AI-MC aims to match customers with the best-suited agents based on their behavioral profiles and communication styles. Factors such as personality traits, communication preferences, and emotional compatibility are considered to create optimal matches, potentially leading to improved customer satisfaction and outcomes.

**Real-time Dynamic Matching**: According to the vendor, AI-MC performs dynamic matching in real-time, continuously monitoring the conversation and adjusting the matching algorithm as needed. This adaptability is said to ensure that the match remains optimal, even as the emotional state and behavior of both customers and agents change during the conversation.

**Enhanced Call Outcomes**: The vendor claims that by automating the call routing process and leveraging emotion AI and voice data analysis, AI-MC aims to improve call outcomes. The system is designed to ensure that customers are connected with agents who possess the necessary skills and rapport-building abilities, potentially increasing the chances of a positive outcome.

**Improved Customer Experiences**: According to the vendor, AI-MC aims to enhance customer experiences by ensuring that they are matched with agents who can effectively address their needs. By considering factors such as emotional compatibility and communication preferences, the system aims to facilitate better rapport-building and problem resolution.

**Optimized Agent Utilization**: The vendor states that AI-MC aims to optimize agent utilization by accurately matching customers with agents based on their specific needs. Agents are assigned calls that align with their skills and capabilities, potentially leading to increased efficiency and productivity.

**Efficient Resource Allocation**: According to the vendor, AI-MC enables efficient resource allocation by routing calls to the most suitable agents. This is said to ensure that customers are connected with agents who can address their needs effectively, potentially reducing call transfer rates and improving overall operational efficiency.

**Enhanced Agent Performance**: The vendor claims that AI-MC's matching capabilities contribute to enhanced agent performance. By connecting agents with customers who are a good fit based on their behavioral profiles and communication styles, the system aims to empower agents to establish rapport more easily, potentially leading to improved customer satisfaction and agent performance.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.

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Vonage Contact Center for Salesforce

AI Mediated Conversations (AI-MC)

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Behavioral Signal Technologies

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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AI Mediated Conversations (AI-MC)

Overview

What is AI Mediated Conversations (AI-MC)?