Zailab have announced a new partnership with the AI-powered voice analytics provider VoiceBase.
ZaiLab first got in contact with VoiceBase at the Orlando expo Enterprise Connect and the two companies have been working on a deal ever since.
The specifics of the partnership are still under wraps, but the companies have hinted at the potential of real-time speech analytics in the realms of sales, quality management and the end-customer experience in general.
“Imagine if you could read your customer’s mind over the phone. That’s the sort of thing we’re talking about – but it’s only a part of what we’re talking about,” says ZaiLab product owner Catherine Collins.
“With so much competition around, customer loyalty is starting to boil down to the companies they legitimately trust and like.”
“Coupled with our easy set-up, our AI-governed routing and consumption-based pricing, this development means great things for businesses, especially smaller businesses that want a significant edge in this new affection economy.”
The insight brought to the table by VoiceBase will also feed directly into ZaiLab’s routing algorithm, which uses machine learning to prioritise interactions and match them to the agents most likely to result in a First Call Resolution (FCR).
Walter Bachtiger, CEO of VoiceBase, adds: “I think we can deliver a lot of benefits for customers in ways that I just don’t see anywhere else.”
“We’re going to take all the thousands of calls’ worth of audio that comes into ZaiLab’s system and extract knowledge from it to find trends that will allow you to predict and automate a lot of interactions. I think what you’ll see is going to be absolutely mind-blowing.”
The details of the implementation will be revealed at an exclusive unveiling at this year’s Customer Contact Week, happening in Las Vegas from 18 to 22 June.
To find out more about ZaiLab, visit: www.zailab.com