Using voice and behavioral matching AI to serve customers better

AI is disrupting customer service daily and 2021 is bringing in more exciting use cases. We will talk about how AI and voice can change how we converse with our customers. More specifically, of how we can achieve a more personalized approach that can fit each customer’s needs and personality.

AI can analyze and intelligently classify, both your customers and your agents, routing each customer to the best matched agent to serve them. AI can choose the agent with the right expertise and style to match the needs of the customer. By leveraging NLP and behavioral signals from voice, AI is able to analyze the personality of the customer, predict their intent, and route the imminent conversation to the best equipped person to have this conversation. This empowers employees and agents to build a better rapport with each individual customer, while focusing on achieving the desired goals, either that be a sale, a debt collection, or a subscription renewal.

Customer care should not be an after-thought but a continuous process, and AI has the ability to enrich this process at every step of the customer journey!

About the guest speaker:
Rana Gujral is an entrepreneur, speaker, investor, and CEO at Behavioral Signals, an enterprise software company that excels at distinguishing behavioral signals in speech data with its proprietary deep learning technology. As a thought-leader in the AI/technology space, he often leads keynote sessions and joins panel discussions at industry events such as World Government Summit, VOICE Summit, The Next Web Conference, and Blockchain Economic Forum. His bylines are featured in publications such as Hacker Noon, Voicebot.ai, SpeechTechMagazine, and is a contributing columnist at TechCrunch and Forbes. He’s been recognized as ‘Entrepreneur of the Month’ by CIO Magazine, awarded ‘US-China Pioneer’ by IEIE, and listed as a Top 10 Entrepreneur to follow in 2017 by Huffington Post and an AI Entrepreneur to Watch in Inc. In 2020 he won “Contributor of the Year: Chatbots” in Hacker Noon’s Noonie’s Awards.