How to become the best customer service in your category thanks to AI: a look back at the Voice Lab Webinar
Acquiring a customer is expensive. Losing one is even more so. Customer experience must be at the heart of our concerns, both through the loyalty it generates and through the recommendations and therefore the recruitment it can also induce. Taking care of the customer relationship also and above all means listening to the emotions generated throughout the customer journey.
Emotions are one of the pillars of customer experience: this is essentially what we learn from a study conducted by the Harvard Business Review, which shows that 95% of purchasing decisions are based on emotions (Micheal D. Harris, "When to favor figures over emotions to sell?", Harvard Business Review France, 18/01/2021, https://www.hbrfrance.fr/chroniques-experts/2021/01/32972-quand-privilegier-les-chiffres-plutot-que-les-emotions-pour-vendre-un-produit/). From storytelling that provokes the act of purchase to exchanges related to the life of the contract between the customer and the brand: emotions abound at each stage and are all signals, more or less strong, of the health of the customer experience.
It is therefore important for companies to go further in exploring the emotions that punctuate the customer journey, in order to better measure and interpret them.
Batvoice AI also conducted a study (Eric Bolo, Muhammad Samoul, Nicolas Seichepine, Mohamed Chetouani. Quietly Angry, Loudly Happy: Self-Reported Customer Satisfaction Vs. Automatically Detected Emotion In Contact Center Calls. Interaction Studies, 2023, 24 (1), pp.168-192. ⟨10.1075/is.22038.bol⟩. ⟨hal-04109350⟩) on 160,000 telephone conversations with the aim of deciphering this golden link between the emotions captured in real time during calls and customer satisfaction. Does a positive emotion necessarily translate into a high satisfaction score? Is the reverse true? Is there a correlation between the emotions captured and the classic measures of customer experience, including the CSAT (Customer Satisfaction Score)?
Our findings were unveiled during the Webinar on September 28, orchestrated by Le Voice Lab: the association bringing together players in Voice Tech / French Tech. A meeting between scientific expertise and customer feedback.
What's on the agenda :
- A dive into the heart of our study, led by Mohamed Chetouani, our Scientific Director - Professor at the Sorbonne, and Eric Bolo, CTO & co-founder of BatvoiceAI. A study highlighting the correlation between emotions and responses to satisfaction forms.
- Field feedback from Pierre & Vacances Center Parcs, illustrating the real impact of our solution. Vanessa Klein, head of customer experience for the group, and Sephora Crico, Quality Monitoring Manager, shared their successful collaboration with BatvoiceAI: better CSAT, improved FCR, a sharp drop in the number of calls containing irritants.
The replay here:
Much more than a presentation, this webinar is an immersion into a revolutionary technology capable of listening to customers' emotions and deciphering them to enable the implementation of an action plan aimed at optimizing the customer journey. Pierre & Vacances Center Parcs is the witness, who, thanks to the implementation of our tools, has become the best customer service of the year.
Intrigued by this new dimension of customer analysis? Passionate about innovative solutions serving a more efficient business? Contact us to explore how BatvoiceAI can redefine your conversational analysis strategy and become the best customer service in your category.
