Jabra, the brand known for personal audio products announced its SaaS entry with “Engage AI”. The new product is aimed at transforming the contact centre experience.
The AI solution provides real-time insights to improve customer calls and support employee wellbeing.
Jabra’s research showed that voice engagement remained the most popular channel for customers. About 76% of customers who contact customer service do so by phone.
Given that customer experience is a crucial performance metric, Jabra asserts that “Engage AI is developed to journey with agents to improve customer delight by monitoring elements like tone of voice.”
In May 2020, NAB launched voiceID, a biometric identification to help improve customer experience. NAB is the first big bank to deploy voice biometrics to improve contact centre experience.
Related read: Voice Recognition Biometrics Market to Increase by $2.6 Billion
Jabra Engage AI uses real-time insights to transform call experiences
Jabra says Engage AI assesses both the caller and agents’ conversation and levels of engagement. The solution provides an instant measurement of the customer experience and live coaching on how to manage the given situation.
Such real-time insights allow agents to adjust their approach during calls immediately to better suit the caller’s needs as well as post-call in the form of engagement scores to understand areas of improvement.
The engagement score and data can also be integrated into existing analytics platforms via API, noted Jabra.
“Engage AI has cracked the code of human sentiment, enabling agents to react instantly and be the best version of themselves, says Anders Hvelplund, SVP for Call Centric Solutions at Jabra.
The AI model is based on over 20 years of research and millions of analysed conversations by the world’s most prolific voice AI scientists at audEERING, a Munich-based technology operation”.
And of course Jabra Engage AI works with Jabra Engage headsets, which enable additional features such as measuring background noise.
