When you hear about generative AI (genAI) and digital transformation, it’s easy to focus on the exciting, flashy side of things. AI can answer questions! Talk like a human! Write song lyrics!
On the flip side, skeptics are quick to point out its limitations. It doesn’t always “get” your intent. It can’t show empathy. It can’t replace genuine human connection.
But here’s the thing – the magic of AI lies somewhere in between. And when it comes to customer experience (CX), the impact speaks volumes. At Inspiro, we’ve seen this firsthand with our AI-enabled analytics tool, Interactions by Inspiro.
This isn’t your average AI tool. It tracks, analyzes, categorizes, and tags 100% of our customer interactions in real time. Yep, I said 100%. The results over the past two years? Game-changing.
Here’s what we’ve accomplished with Interactions by Inspiro:
- A 100% call validation rate for at least one client
- A massive 167% increase in calls audited per QA specialist, per hour, across all client programs
Now, imagine trying to achieve that without tech. It would take one QA person for every CX agent just to keep up – something no company could afford. By incorporating AI, we’ve boosted accuracy, quality, and efficiency, all while keeping costs manageable for our clients.
But it doesn’t stop there. Interactions by Inspiro has delivered even greater results:
- 60% less time spent on call audits
- 75% faster sales validation
- 330% more calls processed
All this efficiency means we’re driving improvements across conversion rates, turnaround times, and overall productivity.
Supporting Agents and Ensuring Compliance
One of the standout features of this tool is its ability to monitor every interaction in detail while also allowing us to zoom in when needed. This has been a game-changer for agent coaching and recognition.
We can see exactly which agents are excelling – and who might need additional support. By using AI to personalize training programs, we can help our team grow and thrive.
At the same time, this detailed analysis helps our clients ensure compliance. Take one specific case, for example. The system flagged 36 mentions of the word “lawsuit” and similar terms. This wasn’t a huge number, but it was significant. Thanks to the alert, we worked with our client to re-engineer parts of their process, reducing risk and improving their customers’ confidence in their service.
More Than Flashy—It’s Tangible Transformation
Interactions by Inspiro is truly a transformation engine. It’s upgrading the customer experience, enhancing employee satisfaction, and streamlining operations—all while delivering measurable business results.
It may not have the headline-grabbing abilities of writing songs or mimicking human speech, but the difference it’s making for our clients and their customers is undeniable. And really, isn’t that what great customer experience is all about?
