Customer experience management vendor Clarabridge wants to bring the first-person narrative from call center interactions to life for marketing analysts, customer care managers, call center leaders and other customer-focused enterprise execs. With its just released Clarabridge Speech, it now brings via the cloud a solution that integrates Voci Technologies’ speech recognition smarts with its own capabilities for using NLP to analyze and categorize text, sentiment and emotion in surveys, social media, chat sessions, emails and call center agents’ own notes.
Agent notes certainly are helpful when it comes to assessing whether customers are having negative experiences and whether their loyalty is at stake, among other concerns. But, points out Clarabridge CEO Sid Banerjee, “an agent almost never types word for word what the customer says,” nor will they necessarily characterize callers’ tones as angry, confused, and so on. With the ability now to take the recorded conversation and turn it into a transcript, the specific emotion and sentiment words are there along with the entire content of the call to be run through Clarabridge’s text and sentiment algorithms.
“You get a better sense of the true voice of the customer and the experience of that interaction – not just the agent perspective but the customer perspective,” Banerjee says.