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AI Voice Analytics (AVA)
Unlock insights from millions of voice calls to enable a systematic view of customer interaction opportunities
AI Voice Analytics (AVA)
Unlock insights from millions of customer interactions (voice calls, emails, chats) to enable a systematic view of customer interaction opportunities
What it is
AVA is a holistic solution that combines the power of Gen AI engine, customer care expertise and advanced analytics to unlock the full value of voice processes. AVA uncovers interaction reasons/drivers and insight into agent behaviors to inform initiatives impacting cost avoidance, customer satisfaction, and revenues. The solution is built on 3 pillars:
Gen AI Engine
McKinsey’s AI engine incorporates the newest approaches to auto-mated speech recognition using Generative AI and neural-network language models that take more data into account and enabling more accurate transcriptions for all major languages
Customer care expertise
AVA generates a set of focused hypothesis to unearth opportunities informed by typical priority analyses from McKinsey’s deep understanding of customer care
Analytical
expertise
Our analytical expertise is a combination of NLP and Gen AI techniques to test and validate hypotheses and generate impactful insights
Check out a demo
How it works
1
Access call recordings from the telephony systems after relevant consideration (e.g., Risk, IT, Legal)
2
Feed calls through the AI engine to covert audio to text (by using Call Journey AWS cloud instance)
3
Build a list of hypothesis and generate actionable insights related to call drivers, coaching and customer satisfaction
What the output looks like
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AVA delivers
25-30%
cost reduction
5-10%
customer experience improvement
Upto 4X
revenue uplift
Here are some client examples
AVA identified potential opportunity to reduce overall workload by 30-40% at healthcare client
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AVA helped develop a deep understanding of granular L3 and L4 call intents through speech analytics for a large financial services client
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Applying AVA at a leading European energy client for improving customer service efficiency and CX
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Leading NA radiology company leveraged AVA to improve CSAT and operational efficiency of their contact center
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Telco LATAM client used AVA to understand call demand, sentiment, and cancelation risks
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Learn more
By working with us, you will have access to
Experts
Our industry and functional experts will be on the ground where and when you need them.
Helpdesk
Our helpdesk will keep doors open and commit to addressing your concerns efficiently and effectively.
Training
We offer coaching and build capabilities for your teams to deliver sustained improvements.
Implementation
We partner with you and co-create a firm path to implementation as part of the project.