Conversation Intelligence
Get insights into your customers’ emotions and make everyday work easier and more enjoyable for your employees.
What is Conversation INtelligence?
Conversation Intelligence is one of the most powerful features in Dynamics 365, and it has proven to be an important resource for companies that want to understand their customers’ needs. With Conversation Intelligence, you can analyze customer interactions in real-time, gain insight into customer sentiment, and take proactive actions based on this information. In this article, we will take a closer look at how Conversation Intelligence works in Dynamics 365 and give you an idea of how it could be used in your business.
Customer Sentiment – Understand the emotions of your customers
Customer sentiment refers to the overall feeling that customers have towards your business and your products or services. It can be positive, negative, or neutral, and it can vary depending on the customer’s previous experiences, their current situation, and other similar factors.
Understanding customer sentiment is crucial for any business, as it can impact customer satisfaction and the overall experience that customers have with your business. If customers have a positive sentiment towards your business, they are likely to be more inclined to repeat purchases and recommend your products or services to others. Conversely, if they have a negative sentiment, it can lead to mistrust, negative word-of-mouth, and a decrease in revenue.
Conversation Intelligence in Dynamics 365 allows businesses to analyze customer interactions and identify customer sentiment. This is done using advanced algorithms that can analyze the tone, language use, and other factors in the customer interaction to determine whether the customer is positive, negative, or neutral.
“Call Summary” gives you a good overview of a phone call, and at the bottom you can see how the Customer Sentiment is throughout the entire conversation. Customer Sentiment is analyzed continuously in real time, and it is possible to see shifts in Customer Sentiment during the conversation.
By understanding Customer Sentiment, your company can take proactive steps to improve customer satisfaction and overall customer experience. For example, if a large percentage of customers show a negative sentiment towards your company or a specific product, you can use this knowledge to identify problem areas and take the right steps to address them.
Similarly, you can use the information about Customer Sentiment to identify areas where your company is performing well and focus on strengthening those areas to create a more positive experience for customers.
Finally, you can use the information about Customer Sentiment to measure the effectiveness of your customer service team and other departments. By engaging with customers, if you see an increase in positive Customer Sentiment after the implementation of new training programs or other initiatives, you know that these initiatives have had a good effect on customers.
Keywords – track important words and sentences
Keywords, or key phrases, are specific words or phrases used to describe a topic. In Conversation Intelligence in Dynamics 365, you can define and track specific keywords that are important to your business and then analyze customer interactions to see how often these keywords are mentioned.
This can provide your business with important insights into what customers are most interested in and what their needs and wants are. By analyzing data from keywords, you can identify trends and patterns and use this information to optimize your products, services, and customer service.
Here is an example of a list of keywords captured in a phone call with a customer.
For instance, you can track keywords such as “support” or a specific product name and then analyze customer interactions to see how often these words are mentioned. If you notice that customers often mention these keywords in a negative context, you can take steps to improve your company’s ability to solve problems and deliver a better customer experience.
Similarly, you can use the information about keywords to identify new opportunities to tailor your products and services to customers’ needs and desires. If you see that a particular keyword is frequently mentioned in a positive context, you may consider adapting your customer service to better meet customers’ needs.
By Dennis Rasmussen
Office 365 & Dynamics 365 Consultant
Micropartner
Automated Actions – streamline your work and reduce errors
Automated actions or “automated actions” in Dynamics 365’s Conversation Intelligence can result in significant time savings for certain businesses. By setting up specific actions to be performed when certain events or keywords occur in customer interactions, you can reduce manual intervention and increase efficiency in day-to-day operations.
For example, you can set up an automated action triggered when a customer mentions a specific keyword that sends a message to the responsible employee to follow up on the customer’s issue. You can also set up automatic responses to customer inquiries, so that customers receive a quick response and know that their inquiry has been received.
Automated actions can also help improve the customer experience. By analyzing customer interactions and identifying the most common questions or issues, you can set up automatic responses that solve these questions or challenges, so that customers quickly get answers to their questions and the issues are resolved efficiently.
While automated actions can improve efficiency and the customer experience, it’s important to remember that they should not replace human interaction and customer service. Automated actions can help improve processes and create a more efficient business, but there are still situations where a personal and human approach is necessary.
With Conversation Intelligence, you can also receive suggestions for tasks to be performed once a call has ended. This can include a follow-up call or scheduling another meeting. This can be done with a single click using “Action Items,” which are suggested actions based on what Conversation Intelligence captures during a call.
A great resource in everyday life.
Conversation Intelligence in Dynamics 365 is a fantastic resource for organizations looking to improve their customer service and strengthen their business strategy. With the ability to analyze customer sentiment, identify keywords, and perform automated actions, your company can gain a clear understanding of what matters most to your customers and how you can improve their experience. This can lead to increased customer satisfaction, repeat sales, and a reinforced reputation.
By using Conversation Intelligence, your company can also increase efficiency and productivity in the customer service team. Automated actions and suggested responses can help reduce the workload for agents and give them more time to focus on more complex tasks, such as solving more intricate problems. This can also lead to a more positive workplace for employees, as they will not feel overwhelmed by work and will have more time to focus on their core responsibilities and enjoyable daily tasks.
Another benefit of using Conversation Intelligence is that it can help reduce human errors. When agents use automated actions or suggested responses, there is less risk of error, as the system helps ensure that customers receive precise and accurate answers. This can also help increase customer trust in your company and increase their satisfaction.
Finally, it is important to remember that Conversation Intelligence is not only useful for customer service and sales teams. It can also help inform other parts of your company, such as product development and marketing. By analyzing customer interactions, you can discover new trends and opportunities for product development and improve your marketing strategies by understanding what matters most to your customers.
Provide your sales team with insights about customer perspectives, the competitive market, products, and priorities during your phone calls.
Get started with Conversation Intelligence
Conversation Intelligence is a powerful feature in Dynamics 365 that can help your business improve customer satisfaction, increase efficiency and productivity, and reduce human errors. By understanding customer sentiment, identifying keywords, and automating actions, your company can take proactive steps to meet customers’ needs and create a more positive experience for both customers and employees.
So if you’re not already using Conversation Intelligence in Dynamics 365, it’s time to start. If you need help with this or just want more information, Micropartner can assist you! Contact us today.
Contact us to learn more or to schedule a free demo
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