Spitch in partnership with the British Bankers’ Association (the BBA) held a business webinar “Customer Experience for Banks: Can we do better & lower costs by using speech technologies?”. Growing importance of voice technologies in the banking industry around the world gathered together more than one hundred banking industry experts from the UK, Switzerland, Italy, Germany and other European countries.
During this webinar, participants discussed how banks currently leverage Voice Biometrics (VB) and Speech Analytics (SA) to build a better customer experience, boost sales and decrease costs; how Speaker Identification and cascade sentiment analysis provides businesses with a client centric, 360 degree view; what is the difference between speaker verification and identification and its business value; How banks and other companies use VB and SA to better comply with regulatory requirements, and avoid regulatory fines and compensation claims; how to support the growth and internationalisation of their businesses and many others.
During this webinar Spitch mentioned that in the past, it was not possible to use customer identification in standard solutions because of a latency issue that inevitably appeared on large populations of voiceprints. Now the situation changed and modern identification technologies are making it possible now.
As usual the organizers conducted a poll with multiple choices. In reply to “How are Banks gaining insight into customer`s wants and needs with the decline in retail outlets?” the maximum number of votes went to Email/Digital/Voice channel’s (81.8%) and Social Media listening tools (56.8%). Speech analytics is currently considered to be an inseparable part of the Digital/Voice communication channels. Social media listening can be automated to cut costs and assure wider coverage at any scale.
In reply to the question “Which out of the below would you consider as a priority to decrease costs and improve customer satisfaction?” more than half of audience chose a mix of instruments (Speaker Verification, Speaker Identification and Call Answering Automation). Сost-saving effects can reach up to 86% in case of implementing the whole package of solutions offered by Spitch.
And on the third question “Which of the following technologies in your opinion can help to improve Customer Satisfaction as a quick win?” a bit less than half of audience answered Sentiment Analysis, Contact Centre Quality Assurance and Emotion Detection.
About the organisers:
Spitch is a rapidly growing Swiss based Speech Analytics and Spoken Language Technologies company with a global perspective and a bespoke approach. In addition to Switzerland, and the U.K., Spitch is currently active in the German, U.S., French, Italian, and Russian markets. Spitch is the first provider of solutions for Swiss German (Schwiizerdütsch) and its many dialects.
The BBA is the leading trade association for the UK banking sector with 200 member banks headquartered in over 50 countries with operations in 180 jurisdictions worldwide. As the representative of the world’s largest international banking cluster the BBA is the voice of UK banking.
