ForeSight Voice Mining > Values

Don't Just Automate
Augment Your People

Provide a premier contact center experience
with ForeSight Voice Mining.

Is human augmentation right for your business?

When it comes to contact centers, everyone nowadays seems to be talking about automation. They’re implementing chatbots and automatic voice response (AVR). They’re reducing agent headcount and tallying up their savings. Cutting expenses with automation is a great idea.

But don’t automate so much that you end up damaging the customer experience you provide. In addition to automation, use human augmentation to empower your people to do more and be more for your customers.

55% of customers prefer speaking to a human customer service agent on the phone*

* 2018 Study by Usabilla

71.4% of service providers do still acknowledge in-person or live telephone engagements as being most effective for retention, escalations and dispute resolution**

**NTT 2020 Global Customer Experience Benchmarking Report

How can you choose between automation and human augmentation?

Reducing headcount can deliver immediate cost savings. If you want to achieve the greatest long-term increase in profitability, you can also use human augmentation to generate more revenue. You need to ask who is calling your contact center? And, how much are they spending on your services or products?

Cost Driven

Internal IT Desk

If you’re running an internal IT help desk:

Employees are contacting you to reset passwords or provide technical support for their PCs. You’re not making any profit from these interactions.

Automate as much as possible.

Small Transaction Business

If you’re selling less than $50 of goods per month to customers:

The relatively slim profit you’re making can quickly get eaten up by providing live customer service.

Consider automation.

Profit Driven

Large Retail Transaction Business

If your customers make large purchases:

It’s worth investing in technology that helps your agents protect your large profit margins.

Consider augmentation.

Telecom Operator Insurance Company

If your customers pay a monthly subscription fee:

It’s worth investing in technology that helps ensure customer satisfaction and retention.

Consider augmentation.

Banking (Wealth Management)

If you offer wealth management services to high-dollar clients:

The cost of frustrating your clients by making them use an automated phone system could be devastating.

Never automate. Hire the best agents you can find and support them with augmentation.

Cost Driven

Profit Driven

Internal IT Desk
Small Transaction Business
Large Retail Transaction Business
Telecom Operator Insurance Company
Banking (Wealth Management)

If you’re running an internal IT help desk:

Employees are contacting you to reset passwords or provide technical support for their PCs. You’re not making any profit from these interactions.

Automate as much as possible.

If you’re selling less than $50 of goods per month to customers:

The relatively slim profit you’re making can quickly get eaten up by providing live customer service.

Consider automation.

If your customers make large purchases:

It’s worth investing in technology that helps your agents protect your large profit margins.

Consider augmentation.

If your customers pay a monthly subscription fee:

It’s worth investing in technology that helps ensure customer satisfaction and retention.

Consider augmentation.

If you offer wealth management services to high-dollar clients:

The cost of frustrating your clients by making them use an automated phone system could be devastating.

Never automate. Hire the best agents you can find and support them with augmentation.

The bottom line:

If your goal is merely to cut costs by eliminating humans, then automation is a good choice for your business. But if you want to enhance the customer experience and generate greater profits by augmenting your customer-facing staff, then ForeSight Voice Mining may be right for you.

ForeSight Voice Mining:
Designed for Profit-Driven Premier Contact Centers

ForeSight Voice Mining focuses on profit generation and CX enhancement with advanced AI technologies developed by its own world class research labs. Its unrivaled custom tuning technology enables real-time agents and supervisors assistance through accurate recognition of contact center specific words, knowledge support based on keywords, detection of non-compliant words, and a lot more. It’s the only product that can simultaneously support thousands seats in real time.

Other Products

Designed for Cost Cutting by Replacing Human Agents

Focuses on Profit Generation and CX by Augmenting and Empowering Human Agents

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