Romain Rullier, Head of Sales Development at Allo-Média, explains what conversational data tracking is and how it works. The Voice Cookie™ deployed since November 2016 by Allo-Media is a revolution in customer contact for call centers.
Despite the rise of smartphones in the customer journey, the role of the telephone has never been so strong in exchanges between a customer and a company.
By relying on new technologies, the telephone has now entered the field of smart data. Performance measurement systematically focuses on web-related metrics: measuring website traffic, tracking email open rates and click-through rates, etc. However, every day several million calls handled by call centers are not analyzed, out of 270 billion incoming calls worldwide every year; including 2 billion in France.
Artificial intelligence makes it possible to analyze telephone conversations between a customer and a brand in real time in order to extract structured data. The goal is to capture information that has so far gone unexploited in order to increase sales and reduce churn.
The data collected in the conversation is then injected into our clients’ CRM and analytics tools, thus enabling a post-call “call to action” of personalized content via Display, SMS and Email…
Thus with the Webmecanik Marketing Automation component, personalized re-engagement is possible for a set period for an internet user who generated a call depending on the product / service mentioned in the conversation and the profile data collected thanks to the implementation of specific post-call scenarios / triggers.
This makes it possible to structure the conversational data of an internet user with a tele-advisor, to score and segment during the call, and therefore to automatically trigger alerts and/or actions, digital or otherwise (sending a catalog, quote, call from a specialized advisor) for a high-intent prospect.
This is why the alliance of Webmecanik Automation and Allo-media technologies offers many advantages:
Sales benefits
– Automatically re-engage prospects
– Detect and convert up-sell & cross-sell opportunities
– Improve sales scripts
Marketing optimization
– Reduce CAC by improving targeting
– Personalize retargeting
– Activate new segments
Customer loyalty & customer experience
– Predict churn in real time during the conversation
– Continually improve customer satisfaction through quality
– Reconcile and streamline the customer journey
All advertiser customer relationship centers are concerned, whether they are – in-house or outsourced – wherever there is strong added value in a phone call: energy, banking, real estate, telecom, travel, insurance, and automotive.
The digitization of voice through our AI technology aims at streamlining and continuously improving the customer experience to offer the consumer / prospect the best service, product, or customer follow-up.
Artificial intelligence is a “tsunami” that will sweep away all our uses. Customer relations by phone will quickly be divided between “chatbots” for low-value calls, and AI-augmented “customer advisors” for key calls…
In conclusion, voice interaction combined with Artificial Intelligence is a major marketing trend!
Article co-written with Romain Rullier, Head of Sales Development at Allo-Média.
