How to become the best customer service in your category with AI: highlights from the Le Voice Lab webinar

Acquiring a customer is expensive. Losing one costs even more. Customer experience must be at the heart of our priorities, both for the loyalty it builds and for the recommendations, and therefore the new customers, it can bring. Taking care of the customer relationship also means, above all, listening to the emotions that arise throughout the customer journey.

Emotions are one of the pillars of customer experience. That, in short, is what a study by the Harvard Business Review shows: 95% of purchasing decisions are driven by emotions (Michael D. Harris, "Quand privilégier les chiffres plutôt que les émotions pour vendre ?", Harvard Business Review France, 01/18/2021, https://www.hbrfrance.fr/chroniques-experts/2021/01/32972-quand-privilegier-les-chiffres-plutot-que-les-emotions-pour-vendre-un-produit/). From the storytelling that triggers a purchase to the exchanges between customer and brand over the life of a contract, emotions are everywhere, at every stage, and each one is a more or less strong signal of the health of the customer experience.

It is therefore important for companies to go further in exploring the emotions that punctuate the customer journey, in order to measure and interpret them better. 

Batvoice AI also conducted a study (Eric Bolo, Muhammad Samoul, Nicolas Seichepine, Mohamed Chetouani. Quietly Angry, Loudly Happy: Self-Reported Customer Satisfaction Vs. Automatically Detected Emotion In Contact Center Calls. Interaction Studies, 2023, 24 (1), pp.168-192. ⟨10.1075/is.22038.bol⟩. ⟨hal-04109350⟩) of 160,000 phone conversations, aiming to decode the golden link between the emotions captured in real time during calls and customer satisfaction. Does a positive emotion necessarily translate into a high satisfaction score? Is the reverse true? Is there a correlation between the emotions captured and traditional customer experience metrics such as CSAT (Customer Satisfaction Score)?

We presented our findings at the webinar held on September 28 by Le Voice Lab, the association that brings together Voice Tech / French Tech players. It was a meeting point between scientific expertise and customer feedback.

On the agenda:

- A deep dive into our study, led by Mohamed Chetouani, our Chief Scientific Officer and Professor at Sorbonne Université, and Eric Bolo, CTO & co-founder of BatvoiceAI. The study highlights the correlation between emotions and responses to satisfaction surveys.

- Field feedback from Pierre & Vacances Center Parcs, illustrating the real impact of our solution. Vanessa Klein, head of customer experience for the group, and Sephora Crico, Quality Monitoring Manager, shared their successful collaboration with BatvoiceAI: higher CSAT, improved FCR and a sharp drop in the number of calls containing pain points.

Watch the replay here: 

Much more than a presentation, this webinar is an immersion in a groundbreaking technology that listens to customers' emotions and decodes them, so you can build an action plan to optimize the customer journey. Pierre & Vacances Center Parcs is living proof: thanks to the implementation of our tools, it was named customer service of the year.  

Curious about this new dimension of customer analysis? Passionate about innovative solutions that drive better business performance? Contact us to explore how BatvoiceAI can redefine your conversation analytics strategy and help you become the best customer service in your category.