The CX with AI solution offers a multifaceted approach to addressing the challenges faced by banks in delivering exceptional customer experiences. Here’s how it works:

• Customer Interaction Analysis: The solution is capable of handling various communication channels, including calls, chats, emails, reviews, and tickets. It transcribes audio content using Speech-to-Text (STT) technology and performs diarization to identify different speakers.
• Natural Language Processing (NLP): NLP is applied to the transcribed text to understand customer sentiment, intent, and extract meaningful insights. While NLP has some limitations, it can still provide valuable information about customer interactions.
• Agent Performance Monitoring: The solution enables real-time monitoring of agent interactions with customers. This allows banks to track agent performance, identify training needs, and ensure consistent service quality.
• Agent Assistance: Agents are provided with real-time support in the form of data packs. These data packs contain information related to the customer’s query and suggestions for appropriate responses. This assists agents in providing more accurate and helpful responses, thereby improving customer interactions.
• Contact Centre Language Models: The solution leverages Contact Centre Language Models (LLMs) to derive insights from interactions. LLMs are large language models trained on extensive datasets, enabling them to understand and respond to customer queries effectively.