How to Use Conversational Intelligence to Improve Your AI for CX
Upleveling your customer experience strategy is well beyond a “nice to have”. As AI infused technology moves into the front seat of CX, the ability for a company to remain competitive and economically viable is tested. Essentially a companies sustainability, will be directly related by their ability to consume and leverage AI. This should be known and embraced by the c-suite of every business.
“This should be known and embraced by the c-suite of every business”
A critical component and starting point for AI adoption and strategy creation is the application of Conversational Intelligence technology. This is why!
You can’t change what you cannot see
Vision increases potential and your biggest risk lies in your blind spots. Typical quality management platforms or call analytics will satisfy this need. Modern post interaction analytics tools however leverage AI to inspect all conversations, peeling back the cover on sentiment, completeness, compliance, and customer intent. If you think you have gaps and want to improve training, human performance, and god forbid… deploy conversational AI. Stop and start here. Outside of this step, everything else is a guess.
Going beyond skills based routing
Currently, most contact center systems utilize skills based routing to get a prospect or customer to a sales or support agent. This may involve using data dips to identify a user, but fundamentally the caller is routed based on a call tree selection like “cancel and order”. These are broad based categories and the reality is that there may be 5x or 10x reasons that callers are reaching out. If this describes your situation, you have a tremendous opportunity to up-level customer experience and optimize people's performance.
Customer Intent is the grail of AI user stories
As much as Conversational Intelligence helps with training enhancement, policy refinement, and compliance adherence. The BIG benefit comes from the uncovering of customer intent. With Customer intent, you will discover why people are calling and move beyond simple keyword spotting. This helps to understand the context, goal, and sentiment behind customer communication. This is typically the aha moment. Since agentic AI feeds off of context, you now have insights into how you may construct an AI strategy to transform your business. This directly impacts performance, agent satisfaction, and customer experience. Aside from “what is”, one can also see trends that speak to perhaps confusing billing or maybe a buggy product feature.
Using training and AI to optimize human performance
When looking to apply AI, one needs to take a two pronged approach for Customer Experience. Step 1 should always be to help your sales and support people, as they usually represent the largest investment and operating experience. As you inspect customer intent data for Conversational Intelligence, you will identify better training, policy, playbook guidance, and data that should be ready at hand. This unstructured and structured data fuels Agent Assist technology to provide your people with real time interaction support. Done correctly, this practice crushes average handle time, improves first contact resolution, amplifies upsell/cross sell opportunities, gets problems solved for prospects and customers…which is job #1.
Introducing Agentic AI for Self Service
Following on the heels of Agent Assist or possibly right alongside, is the introduction of conversational AI, aka chatbots and voice bots. User stories are surfaced and stack ranked, and data is made available,to support agentic AI. All we need now is context, persona’s, brand voice, and a governance engine (platform) to bring about omnichannel self service. Self service optionality and availability must be balanced with a roll out process that aligns with company culture, readiness, people/digital balance, and customer profile. Aside from improving metrics, the big financial gain is substantial. You don’t get here without conversational intelligence, which in essence is the message contained herein. 🙂
In Summary
Conversational Intelligence creates a domino effect of positive change in your customer facing business. It will improve coaching & training, interaction routing, process automation, flip your CX business from being reactive to pro-active, and set the table for AI transformation.
We believe it is important to get a level set on your AI readiness. And then, based on your position, take a strategic and not tactics driven approach to adoption.
Are you tired of guessing? Our free 2-minute assessment will analyze your current strategy across four key dimensions and give you a personalized score, pinpointing your exact state of maturity.
Frank Rogers
From Deloitte to Arroyo360, Frank Rogers is a seasoned business & digital transformation leader. As the CXO @ Arroyo360 Frank leads the CX practice, helping clients to improve customer experience as part of establishing their competitive edge. As a business architect, Frank brings frameworks and methodologies that surface and shape the strategies and technologies that improve conversion, amplify engagement, and provide data insights that inform decisioning.
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The Definitive Guide · AI for Customer Experience
The AI for CX Journey is a Strategic Transformation. Here Is the Map.
We built a strategic guide to building AI-powered customer experience capability — grounded in the customer journey, delivered in phases your organization can absorb, and measured in outcomes your leadership can support.
