Three Advantages of AI with Cognitive Services and Voice Capture

By ImageSource Team on April 21, 2022

We work with our customer-partners to find technology solutions to make business processes more efficient and provide the highest level of service to their customers and constituents. We work to make terms and technologies like AI easy to understand and viable for organizations of all sizes. Cognitive services for voice data are one of those solutions.

Cognitive services are an intuitive solution that positively impacts customers, employees, and the organization. We’ve identified three advantages of using AI/cognitive services and voice capture.

AI/Cognitive Services and Voice Capture

1-Enhanced Customer Service and Compliance

Integrating cognitive services for voice capture into your customer service systems can catch and save essential portions of calls, reducing the time required by your customer’s staff to initiate services or resolve problems. ILINX Cognitive Services stores only the essential parts of recordings and transcribes them. If issues require multiple phone calls or verbal authorizations must be documented for compliance. In that case, the AI behind ILINX Cognitive Services saves the recording and text transcription, minimizing time and repetition for your customers as well as your staff. Additionally, the transcription can facilitate your business processes or workflows just like a document or other data source.

Cognitive services with voice capture will also learn to recognize specific words and the caller’s tone; in AI terms, this is sentiment analysis, indicating when an escalation to a supervisor or manager is necessary. This discernment allows for quicker resolution of issues and potential adverse results and facilitates training and staff development.

Many of our customer-partners also benefit from the compliance aspect of capturing document authorizations and protecting Personally Identifiable Information (PII). Utilizing the AI of ILINX Cognitive Services and voice capture unburdens staff from manually processing transcriptions for these compliance measures —freeing them to focus on other essential tasks and responsibilities.

2-Enable a Hybrid Work Environment

Creating a hybrid work environment becomes easier by enabling a solution that captures and stores information digitally instead of requiring employees to do the work manually. As transcripts and data are stored digitally, staff can quickly access information on-site or remotely. This efficiency also reduces the time staff needs to spend on data entry. When integrated into a line of business application, sharing information is infinitely more efficient than manually sharing. Manual sharing might be walking over to a coworker and relaying what happened in a phone call or attaching a document or text snip via email.

3-Reduce the Digital Divide

As organizations move forward with their digital transformation efforts, a divide forms between those who access and use web-based technology and those who don’t. This divide is troubling for those who need to apply and access emergency or human services. Often those who have the greatest need for services don’t have the ability or knowledge of how to navigate web-based options. Due to this, voice alternatives are critical to helping people get what they need. The digital divide is often considered an economic condition, but it’s also geographically driven and influenced by age. Some may have access to all the technology but lack the skills or comfort to utilize it, and others may not have bandwidth available in their areas to be efficient with online services. Phone interactions are an excellent safety net for emergency services and business continuity.

Let ILINX Cognitive Services Solution Improve Your Business

When applied to voice data, ILINX Cognitive Services allows your customer service, claims, and audit departments to access and utilize relevant content. This improves transaction times and compliance and reduces risk by retaining only necessary content according to retention policies and best practices.

If you want to learn more about the functions of cognitive services and how they can benefit your business process, register for our next webinar.

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