Key Benefits of LiveVox’s Machine Learning-Driven Intent Analysis
Automatically surface intents
AI-powered analysis of customer conversations automatically pinpoints intents and elevates them for immediate action.
Reduce customer effort
Our Interaction Intent Dashboard gives you the insight you need to pinpoint the most impactful self-service options for your IVR or Virtual Agents.
Drive transformative operational strategies
Transform CX and create new revenue opportunities by tapping into your customer’s unspoken needs and pain points.
What Makes LiveVox Machine Learning-Driven Intent Analysis a Better Choice?
Every conversation with a customer holds a wealth of information to improve service, products, work flows, and customer loyalty. Automating the call dispositioning task not only increases the accuracy of the results, it significantly reduces agent after-call work time and costs.Â
LiveVox’s customer intent analysis uses AI to quickly analyze customer conversations to identify intents – spoken and hidden – and surfaces them for analysis and action.
LiveVox’s Interaction Intent Dashboard provides an easy-to-use visualization of interaction intent data. The dashboard offers a range of widgets that can be configured to compare different assets and report data in each chart and graph. This insight helps contact centers identify recurring inquiries that can be resolved via self-service channels, as well as unspoken customer needs, customer pain points, and opportunities for agent training.Â
Understanding customer intent helps contact centers dig deeper into performance issues, such as:
- Which common or simple issues are taking up agents’ time?
- Which issues are agents struggling the most with?
- Which issues are driving the most repeat customer interactions?
What Are Call Drivers and Dispositioning?
Call drivers are the reasons why customers contact a call center. Understanding call driver meaning and what drives call volume is vital to contact center operations. It influences everything from call routing to staff training, promotions, problem resolution, product development, communications, and overall customer experience.
Call drivers can be grouped into broad categories, such as product or service issues, product or service inquiries, purchase or order requests, billing issues, account issues, technical support, and general information. Call centers typically rely on their agents to classify and label each customer contact they handle by assigning call disposition codes.
What is a disposition in a call center?
Call dispositioning occurs as part of the agent’s after-call work, with agents’ selecting the main call driver from a list of predetermined codes.Â
Manual methods of dispositioning calls can provide a basic understanding of what is driving contact volume, but results can be inaccurate and costly—too few codes force agents to choose imprecisely; too many options require more agent effort, significantly increasing the time spent in ACW.
While it’s essential to understand the primary reason customers are calling, capturing additional intents and sentiments expressed during an interaction enables businesses to get to the root of what drives customer behaviors and attitudes.
Create custom reports
Quick and easy-to-set up, our custom contact center reports meet the varied needs of all of your service, campaigns, and departments.
Get the big picture
Marry intent data with other operational data to understand all factors impacting contact center performance such as omnichannel CSAT scores.
Drive first-contact resolutions
Improve the customer journey by using customer intent analysis to optimize routing and self-service options through functionalities such as an IVR.
LiveVox Speech Analytics Capabilities
- Industry-leading speed and accuracy of speech recognition
- Omnichannel analysis
- Sentiment analytics
- Advanced search and filter capabilities
- Sensitive data redaction
- Automated reporting and alerts
- Call drivers and dispositioning
- Reporting options for in-depth analysis
- Customizable and automated scorecards
- Advanced interaction review and sharing capabilities
- Full agent statistics
- All keyword statistics
- Full API enabled
- Secure data storage
What Are Your Advantages With LiveVox?
Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.
Billions of Omnichannel interactions powered every year
Trusted by game-changing clients for more than 20 years
Recognized by the industry's leading analysts
Fully-Integrated Public Cloud Platform
+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box
AX Workplace Made For Contact Centers
+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs
Scalable, Flexible, Reliable, And Secure
+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security