Improving Customer Satisfaction through AI-based Voice Analysis and Employee Measures:

transcosmos inc. in the Contact Center Business

Abstract

Improving customer satisfaction is a crucial objective in today’s marketing landscape, but meeting consumer expectations is no small feat. This paper examines the case of transcosmos Inc.’s contact center operations to explore practices that reduce service dissatisfaction and enhance customer satisfaction. By implementing an AI voice solution, transpeech, transcosmos Inc. has successfully monitored the emotional states of consumers and operators in real time, preventing dissatisfaction and enhancing satisfaction levels. Furthermore, the company’s initiatives in employee training programs, and the implementation of its Mission, Vision, and Values, have promoted employee satisfaction, which in turn has led to increased customer satisfaction. This case study highlights the importance of a balance between technological approaches, such as the use of AI technology, and human approaches, like employee engagement, to improve employee and customer satisfaction.