Verint Speech Analytics

Speech analytics, as you know, is used for so many things. And so we use it to identify trends, identify outliers. Sometimes we'll receive a request from a line of business indicating there's a certain influx of calls all of a sudden a really high volume. They're not sure what it is, can you help us figure out what's going on? So when we have situations where there may be an issue, and sometimes it doesn't mean it's something negative, a lot of times it could be something positive as well because we utilize speech analytics not only to find the problems but to also find what's working and what's working well and then trying to socialize that process, whatever that is as well. Some of the biggest problems, let's see. I guess anything, one of the members is always trying to find different providers and we're in a world of technology, sometimes the websites and the applications don't always work as well as they should. One thing I have to say is a lot of members were complaining for a while when it came to claims and the issues with claims and how long it took to process claims and Blue Shield completely revamped the entire claims process from the member side, from the provider side. And we were part of that whole process. And so we listened to what our members say, what our customers say, what our agents say. And that is crucial because yes, technology is amazing and there are so many more advancements now, and you can find out things like handle time and talk over time and silence time. And those are all metrics that come from the system, but nothing beats human listening. And so I love the part that we take that human listening to really hear what a member's saying, what our agents are saying, and then taking that and putting that together with, let's say some data that we get from workforce management or using DPA and using all these different resources and we put them together to create a complete picture because speech is an amazing source of information, but it's not the only one source because there's inherent limitations within speech, which is okay. It's supposed to be what it is. So I love how we've been able, at Blue Shield, to take the insights and the analysis and speech and use that with other departments and align with what the business needs are. Now, for example, like I said, in claims and providers wanting to be able to find newer ways to update their information with us and they completely revamp the system and it's like a few seconds that a provider just goes in and approves online and done. They don't have to call us, no more forms. And so there are a lot of things that just happen in business that you learn as time goes on that we take. And speech is an integral part of that solution, just not the only part.

We use it for data purposes. It's important how we reach out to our customers, what the customers need, and meeting those demands. So if we can find a way to alleviate a lot of that manual, just listening to all the messages and everything, I think that will allow us to better serve the customers. And of course, our numbers in regards to what we're looking for, what we're looking for as the end result to be more proficient for our customers.

We use it for that voice of the customer as far as drilling down to a number of different topics, whether it be transfers or requirements that are requirements that our CSRs or our customer reps need to adhere to. Validate and find out are they doing those, are they doing the proper greetings, closings, et cetera. We have recently started looking into the automated scorecards, so the A Q M piece as well. So kind of tying that in with it.

Our org currently does not use a CRM so we use Speech to track call drivers and alert us of trends in our business

I do the IT project implementation and not a user. However, I can see we are doing really well with the product and have been very successful with it.

Call type trending, reviewing calls for efficiencies using Verint Speech Analytics, DPA.

We create and maintain categories as well as use the reports available in Verint Speech Analytics. We also use them to monitor calls for any requests we receive.

We use Speech to track First Call Resolution, customer sentiment, and identify call drivers and how they impact customer experience. The scope of our case is currently billing and collections, as well as technical support.

In a world where getting useful data is so challenging, Verint Speech Analytics has been a life saver. Transformation is the name of the game, and that is what Verint Speech Analytics is helping us to do. By providing valuable insights in real time we are able to put the data into action and are solving real world problems quickly.

Taking call data and translating it to text data to enable analysis. Text data is used downstream to determine the call driver to help guide business decisions and ensure adequate resource allocation.

We are currently using Verint Speech Analytics to perform evaluations on the production agents in multiple organizations across the company. It has increased our view of performance in customer service to approx 80%.

We use it to evaluate the customers satisfactions and behaviors. Also to measure the Agents performance. We collecting the customers opinions about our services and products. We also looking how our customer representative are acting with our customers. Getting the high topics during the day and historical reports about it .

We use Speech Analytics to find certain trends in calls such as when customers mention certain key words like stop payments, or when a supervisor is requested. Speech Analytics helps us find certain calls that we need to look for quickly. The multiple catogories and if conditions help us narrow down calls even more.

We use it for three different business units within AAA to drive service quality, fraud detection and resolve customer complaints

We utilize speech analytics to determine was to better improve our guest experience and to improve efficiencies through out our contact center

Primary use is to uncover actionable business insights. Understand customer intents, behaviors and identify coaching and process improvement opportunities. Also, find any specific changes in call mix.

We use Verint Speech Analytics for customer calls to seek ways to improve support agent communications for customer service, call efficiency, knowledge check, etc.

We are using Verint Speech Analytics to find customer experience opportunities for improvement. We research compliance, agent performance, poor customer experiences, client contracts, and agent training needs. The advanced speech training for our multiple departments has proven to produce areas of improvement already. Our company has formed a speech analytics team to "govern" the lines of business, access to the system, reporting, and how it is being used within the company.

We use Verint Speech Analytics in our org to discover trends. Flashback to Early 2019 when the term "Covid" or "Corona Virus" was a new thing. We started seeing an uptick in calls related to these terms. The WFM team, coupled with a few other departments, had to pivot and adjust our call center to help provide answers in the new pandemic.

We use [Verint Speech Analytics] in many ways! We use it for root cause analysis on an adhoc basis. We use [Verint Speech Analytics] in our quality assurance process. We also use [Verint Speech Analytics] to capture our call drivers and look for trends and themes that pop up. Another way we are using [Verint Speech Analytics] is to examine the customer experience, both good and bad.