AI is the buzzword on everyone’s lips. At ListenTrust, we’re all about leveraging technology to help us deliver on our mission: delivering exceptional, human-centered customer service to support our clients’ reputations and bottom lines. We engage AI as a tool to support our reps – but humans will always be at the heart of what we do.
Here’s how we use AI to support our people.
AI-driven call monitoring massively simplifies call recording and analysis. Gone are the days of manually listening to call recordings and taking notes. Thanks to AI, we can generate real-time transcripts, analyze sentiment and tone, pick out key themes and topics, and evaluate how well each call performed. This provides a treasure trove of information for understanding callers’ needs, where improvements can be made, and whether there might be potential business development opportunities for your organization.
Being able to efficiently navigate call databases and relevant sales information is a boon for customers. The more familiar a team member is with a system, the more easily they can pull up relevant supporting documentation, such as spec sheets, troubleshooting information, or even a customer’s sales history. Because we work with a diverse range of clients across industries, our team brings broad experience with a variety of content management systems and platforms. This makes it highly likely that we already have familiarity with—or can quickly get up to speed on—the specific tools a client is using, enabling smoother collaboration and faster support.
Traditional audits are costly and time-consuming. With AI, you can quickly ensure compliance with relevant rules and regulations—no need to manually sift through logs and chats. AI also delivers more robust, wide-ranging data points than a traditional human audit. We’re always happy to pass along key data to our clients so that you can see exactly where you stand with performance, compliance, and results – and make decisions supported by the data at hand.
Looking to optimize your call scripts to improve conversions, increase upselling, or enhance understanding? AI uncovers patterns between scripts and outcomes, giving you the insights needed to refine your scripts and boost performance. And because client needs change over time, this can be an ongoing process, with tweaks and improvements continuously happening to ensure customer needs are supported in the moment.
Our business is built on two core factors: listening and trust-building. Those are both deeply human endeavors, and that will never change. Though we stay on the cutting edge of technology, our true focus is using it to empower the people at the heart of everything we do. We’re proud to work with a high-performing team of bilingual nearshore reps who value delivering exceptional customer support that builds trust, rapport – and the long-term relationships that help your business thrive. Ready to hear the ListenTrust difference? Get in touch today!
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