How to become best-in-class customer service thanks to AI: a pictorial look back at the Le Voice Lab Webinar
Capturing a customer is expensive. Losing them even more so. The customer experience must be at the heart of our preoccupations, as much for the loyalty it generates as for the recommendations and therefore recruitment it can also induce. Taking care of customer relations also means listening to the emotions generated throughout the customer journey.
Emotions are one of the pillars of the customer experience: that's what we learn from a study conducted by Harvard Business Review, which shows that 95% of purchasing decisions are based on emotions (Micheal D. Harris, "When to use numbers instead of 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 the storytelling that triggers the act of purchase, to the exchanges linked to the life of the contract between the customer and the brand: emotions abound at every stage, and are all more or less strong signals 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 emotions captured in real time during calls and customer satisfaction. Does a positive emotion necessarily translate into a high satisfaction score? Is the opposite true? Is there a correlation between the emotions captured and classic measures of customer experience, such as CSAT (Customer Satisfaction Score)?
Our findings were unveiled at the September 28 Webinar organized by Le Voice Lab: the association of Voice Tech / French Tech players. A meeting of scientific expertise and customer feedback.
What's on the agenda :
- A dive into the heart of our study, conducted 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, sharply reduced number of calls containing irritants.
Replay here:
Much more than a presentation, this webinar is an immersion in 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 a case in point: thanks to the implementation of our tools, it has become the best customer service department of the year .
Intrigued by this new dimension of customer analysis? Passionate about innovative solutions for better business performance? Contact us to explore how BatvoiceAI can redefine your conversational analytics strategy and become best-in-class customer service.
