ReDat Recording and Born Digital have formed a partnership to integrate face-to-face recording with AI analytics.
Face-to-face conversations at branch offices play a key role in the customer experience. These interactions provide businesses with valuable information that can be used to improve their services. However, compared to contact centre communications, it is more complex to systematically analyse these interactions.
ReDat Recording offers a solution for the high-quality, secure recording of communications in branch offices and customer service centres. Its unique microphone array can separate the customer’s voice from that of the staff and suppress ambient noise. This creates a high-quality basis for automatic transcription and further processing.
Our partnership with Born Digital expands the potential usage of these recordings to include advanced AI analytics. These can be used to analyse conversations for repeated topics, reasons for visits, customer sentiment, adherence to established procedures or opportunities to improve customer care.
“Valuable feedback is heard every day in branch offices, yet too often it goes unused. By combining high-quality audio recordings from ReDat Recording with Born Digital’s analytics, we can turn face-to-face conversations into actionable insights that help improve services, streamline processes and enhance customer service team performance,” says Tomáš Malovec of Born Digital.
The partnership provides businesses with a more comprehensive view of customer communications across all channels, from telephone calls to face-to-face interactions at branch offices.
