)
The AI revolution happening now has enterprises everywhere reevaluating their data and its sources. (After all, AI models need data that’s AI-ready to work effectively.) One such source enterprise leaders are revisiting has been a customer service mainstay for decades: customer call recordings. Contact centers and customer service departments have long maintained libraries of audio files from customer interactions. These files could be played back as needed for training, quality assurance and compliance purposes. However, until now, their value has depended wholly on the interpretation of human listeners. That’s changed with the advent of AI and, more importantly, with the emergence of AI-ready call recording software.
Thanks to innovative solutions, like Uniphore’s U-Capture enterprise recording software, organizations are realizing that their voice data is more valuable than they ever imagined. Much more valuable. That’s because AI can provide far more nuanced, in-depth analysis than even the most capable human listeners could dream of. AI can scour volumes of call recordings for insightful trends, patterns, trouble spots and more. That data can then be fed to AI applications to improve critical processes and drive consistent, high-quality service.
Just what do those applications look like? That depends largely on the industry and individual organization. However, while variations abound, there are several common AI applications that can benefit immensely from call recording data. Here are six of the most popular examples:
Compliance & Legal Requirements
While all organizations must comply with certain regulatory requirements, the compliance burden is particularly heavy for tightly regulated industries, such as finance, healthcare and legal services. One such requirement, the Dodd-Frank Wall Street Reform and Consumer Protection Act, requires contact centers to record and store all customer phone conversations for a set number of years. U-Capture’s built-in audit capabilities provides a comprehensive report of all system activities, helping to ensure organizations know exactly who accessed the system, the data managed by the system, the actions taken and the changes made to the system. This information is vital for organizations to maintain their compliance program.
Business Analytics
Another application that can benefit from recording data is post-call analytics. By making recording data accessible to AI engines, organizations can take a deeper look at conversational dynamics, such as customer sentiment, tone and emotion. They can then leverage these insights to better understand customer needs, preferences and pain points—and make strategic improvements to their customer journey.
Quality Assurance & Training
For years, this was the sole purpose of call recordings. However, as with many things, AI has expanded the capabilities of this application exponentially. By analyzing voice data in real-time, AI can monitor and evaluate the quality of each customer interaction—as it’s happening. It can also assess agent performance, identify areas for improvement and provide targeted training well beyond the scope of “listen to what happened here.”
Dispute Resolutions
Customer disputes are often the result of miscommunication. In the case of a dispute, having the original call recording data easily accessible and available for AI analysis can help organizations identify the root cause of the problem and facilitate a smoother resolution process. It can also serve as documentation for agreements, negotiations and other critical discussions.
Verification, Security & Fraud Prevention
Data security is a major concern for businesses and consumers alike. Many customer conversations involve personal identifiable information (PII) and/or payment information for making transactions. By analyzing voice recording data to verify that speakers are who they say they are, AI can strengthen authentication protocols. The technology can also identify and flag suspicious behavior and patterns that may indicate a security breach or fraud—before they become larger concerns.
Risk Management and Monitoring
Enterprises adopt recording to mitigate risks associated with disputes, legal liabilities and regulatory audits. Recording helps in maintaining an accurate record of communications that can be used as evidence if needed.
That’s just the beginning…
Call recordings are chock full of rich, insightful data that can augment and enhance countless applications across a wide range of industries. From strengthening compliance and fraud protection for banks, insurers, utilities and healthcare providers to optimizing telecom, retail and travel/hospitality experiences, businesses of all kinds are beginning to see their recording data in a new light: as a bigger asset than they previously imagined.
As AI applications continue to evolve, the value of AI-ready voice data will only rise. Today’s capabilities and use cases will only improve—and new ones will emerge that will drive outcomes that are yet unimaginable. That’s why it’s imperative that businesses prepare their data for AI now. Because this is just the beginning of a movement that will transform businesses, industries and global experiences as we know it.
Want to learn more about call recording for AI?
Explore how U-Capture transforms enterprise AI applications with AI-ready recording data.