How AI Can Drive Empathy Analysis in Contact Centers

If company representatives can maintain a low pitch without becoming monotonous, they are more likely to gain a customer's trust faster.

Fremont, CA: Empathy analysis using artificial intelligence (AI) can predict how well a phone call conversation is going. In theory, empathy analysis can fundamentally change communications as we know it by combining different metrics to create an accurate picture, improving customer experiences, boosting productivity, and even aiding mental health within organizations of all sizes.

Empathy analysis, also known as sentiment analysis, can be a good predictor of how effective company representatives are. When used correctly, it can lead to better processes, improved training, more effective interactions, as well as better outcomes.

Words used

Empathy statements are the most important tool in a representative's arsenal. Managing angry or dissatisfied customers entails adopting their viewpoints and communicating understanding and empathy.

The Pitch of the Voices Can Make a Difference

Pitch refers to the highness or lowness of a person's voice, and it is associated with stereotypes. Pitch conveys the speaker's emotional state. A high pitch voice, for example, is associated with tenseness and nervousness, whereas a low pitch is associated with strength, maturity, and calmness. If company representatives can maintain a low pitch without becoming monotonous, they are more likely to gain a customer's trust faster.

The Tone of the Voices is Important

The tone of one's voice is extremely important when communicating effectively. The words may be identical, but it is how one says them that ensures the listener understands what one means. When a representative answer calls from prospects, customers, partners, and others, it is critical that they use a friendly, pleasant, and respectful tone.