We work with our customer-partners to identify technology solutions that make business processes more efficient while allowing organizations to provide the highest level of service to customers and constituents. Part of that includes demystifying terms and technologies like AI and making it viable for organizations of all sizes. ILINX Cognitive Services for voice data is […]
We work with our customer-partners to identify technology solutions that make business processes more efficient while allowing organizations to provide the highest level of service to customers and constituents. Part of that includes demystifying terms and technologies like AI and making it viable for organizations of all sizes. ILINX Cognitive Services for voice data is one of those solutions.
ILINX Cognitive Services is an intuitive solution with benefits for customers, employees, and organizations. We’ve identified three key advantages to using AI/Cognitive Services and voice capture.
1-Enhanced Customer Service and Compliance
Integrating ILINX Cognitive Services for voice capture into your customer service systems can catch and save essential segments of voice calls – reducing the time required by staff to initiate services or resolve problems. ILINX Cognitive Services stores only the essential parts of recordings and transcribes them.
If issues require multiple phone calls or verbal authorizations must be documented for compliance, the AI behind ILINX Cognitive Services saves the recording and text transcription, minimizing time and repetition for your customers as well as your staff. Additionally, the transcription can be used to facilitate your business processes or workflows just like a document or other data source.
Cognitive Services with voice capture will also learn to recognize specific words and judge the caller’s tone. In AI terms, this is known as sentiment analysis, and is a key indicator when escalation to a supervisor or manager is necessary. This discernment allows for quicker resolution of issues and potential adverse results, and facilitates training and staff development.
Many of our customer-partners facing compliance requirements also benefit from the ability to capture document authorizations and protect Personally Identifiable Information (PII). The AI built into ILINX Cognitive Services and voice capture unburdens staff from manually processing transcriptions for these compliance measures —freeing them to focus on other essential tasks and responsibilities.
2-Enable a Hybrid Work Environment
A solution that intelligently captures and stores information supports today’s hybrid work environment. As transcripts and data are stored digitally, staff can quickly access information on-site or remotely. This efficiency reduces the time staff needs to spend on data entry. When integrated into a line of business application, digital information-sharing is infinitely more effective than manual methods such as walking over to a coworker to discuss a call or attaching a document or text snip to an email.
3-Reduce the Digital Divide
As organizations move forward with digital transformation initiatives, a troubling divide forms between those who regularly use web-based technology and those who don’t. This digital equity divide must be addressed, especially organizations that provide emergency or human services. The populations who have the greatest need for these services don’t always have the ability, knowledge, or tools needed to navigate online options. Voice-based alternatives are critical for helping these groups access the help they need.
The digital equity divide is not just an economic condition, but is also influenced by the demographics of location and age. Some customers or constituents may have access to the most current technology but lack the skills and familiarity to use it. Others may not have sufficient bandwidth in their region to reliably support online services. In cases like these, phone interactions are a vital safety net for emergency services and business continuity.
When applied to voice data, ILINX Cognitive Services allows your customer service, claims, and audit departments to store, access, and utilize relevant content. This improves transaction times and compliance and reduces risk by retaining only necessary content according to retention policies and best practices.
Contact us to learn how ILINX Cognitive Services reduces manual labor while accelerating your organization’s critical business processes.