Given the explosion of AI, managers are looking for ways to use and integrate the use of artificial intelligence in companies within their processes. One of the areas that has had the greatest exposure to the emergence of AI has been the communication channels of companies to communicate. The transformation has been especially radical in channels such as voice or messaging (chats, WhatsApp).
Artificial intelligence in companies has become a key tool to improve the efficiency and quality of interaction with customers. Among the most advanced solutions, the conversational analytics for businesses It stands out as a powerful weapon to help companies understand and improve their communication processes.
Conversational Analytics: what is it and how does it drive business performance?
Conversation analytics for companies is the process of analyzing the verbal and written interactions that occur between companies and their customers. By using advanced AI algorithms, companies can detect patterns and gain valuable insights from conversations. This type of analysis goes beyond simply transcribing calls or messages; It focuses on understanding customers’ underlying context, tone, emotions, and even intentions.
In the case of phone calls, AI can transcribe conversations in real time and analyze them automatically, providing companies with detailed insight into the mode and quality of their interactions with customers, leads or suppliers. How do customers react to certain topics? What are the most common points of friction in a business conversation? Is the agent responding appropriately? These are just some of the KPIs that conversation analytics for businesses can reveal.
The impact of AI on phone calls
The telephone continues to be the most used tool to speak directly and personally with customers. However, managing a certain volume of calls can be complex.
One of the most interesting developments is the use of virtual assistants that can manage calls without human intervention or being co-piloted by human agents. These systems not only answer questions, but are able to understand the flow of the conversation, manage information efficiently and provide fast and accurate solutions. Furthermore, through conversational analytics for companies, it is possible to identify areas for improvement in interactions, both at the agent and customer level, and adjust processes.
For example, by analyzing tone of voice, AI can determine whether the customer is angry, frustrated, or satisfied. Additionally, AI can provide agents with real-time contextual information, such as a customer’s previous call history, allowing them to provide more accurate and higher-value responses.
Optimizing the use of WhatsApp with AI
WhatsApp, for its part, has evolved far beyond a simple means of sending messages. Today, it is a key platform for companies to connect more directly with their customers. The use of artificial intelligence In companies, it allows you to automate not only the answers to frequently asked questions, but also the detailed analysis of each interaction, identifying patterns that can help the company predict user behavior and adapt its marketing strategies.
For example, an AI could automatically categorize incoming messages and send personalized responses based on the type of query. A customer inquiring about a specific product can receive detailed information, while another requesting technical support can be redirected to the right team immediately. In this way, AI improves customer UX by offering better answers.
Additionally, through conversational analytics for business, companies can obtain detailed reports on the performance of interactions through WhatsApp. This not only helps identify pain points, but also understands which aspects of the conversation generate the most satisfaction among customers. These reports can also guide the company’s strategic decisions, such as adjusting its sales approach or improving customer service and after-sales processes.
Success stories in the implementation of AI in communications
The implementation of AI in business communications has already proven its effectiveness in various sectors. Tourism, thanks to 24×7 attention and in different languages, or e-commerce with B2C models where the volume of interactions with the customer is very high but very automatable thanks to AI, are two great examples.
Another example is the retail sector. Companies that use AI to analyze interactions on WhatsApp have managed to increase their conversions, since AI allows them to respond immediately and in a personalized way, which improves the customer experience and makes purchasing decisions easier.
AI as a key tool for the future of business communications
As a final idea, it could be stated that the use of artificial intelligence in companies to enhance their performance, especially in communications by telephone and WhatsApp, is revolutionizing the way in which they interact with their customers. The conversational analytics for businesses Not only does it improve efficiency, but it also provides valuable information that can transform business strategies, from customer service to future decision making.
