Retrieval Augmented Generation For Customer Service Calls: Enhancing Analysis and Insight
Customer service calls are a critical aspect of any business. They are an opportunity for customers to voice their concerns, seek assistance, and provide feedback. As a researcher, marketer, or organization, understanding the sentiments and patterns in customer service calls can provide valuable insights and drive improvements in customer service strategies.
In recent years, advancements in natural language processing (NLP) and generative AI have revolutionized the way we analyze and understand customer service calls. One such technique that has gained significant attention is retrieval augmented generation (RAG). In this blog article, we will explore the concept of RAG and its benefits for researchers, marketers, and organizations in analyzing customer service calls.
What is Retrieval Augmented Generation (RAG)?
Retrieval augmented generation is a technique that combines the power of NLP, large language models, and data visualization to generate human-like responses to queries. It is a form of generative AI that uses retrieval-based models to retrieve relevant information and then generates a response using a language model.
In simpler terms, RAG allows machines to understand and respond to human language in a more human-like manner. It can analyze large volumes of text data, learn patterns and sentiments, and generate responses that are coherent and relevant to the context.
Benefits of RAG for Customer Service Call Analysis
As a researcher, marketer, or organization, analyzing customer service calls using RAG can provide a host of benefits. Let’s take a closer look at some of them.
1. Understanding Customer Sentiments
With RAG, you can analyze the sentiments expressed by customers in their calls. By retrieving and generating responses, RAG can identify patterns in the language used by customers and understand their emotions and attitudes. This can help in identifying recurring issues, pain points, and areas of improvement in customer service.
2. Personalized Responses
One of the key benefits of RAG is its ability to generate personalized responses. By analyzing the context of the call and retrieving relevant information, RAG can generate responses that are tailored to the specific needs of the customer. This can significantly improve the customer experience and build a stronger relationship with the brand.
3. Real-time Analysis
RAG can analyze customer service calls in real-time, providing immediate insights and feedback. This can be especially helpful for organizations that receive a high volume of customer calls. By analyzing calls in real-time, organizations can identify and address issues promptly, resulting in improved customer satisfaction.
4. Cost and Time Savings
Traditionally, analyzing customer service calls involved manual transcription and analysis, which can be time-consuming and costly. However, with RAG, the process is automated, saving time and resources. This allows researchers and organizations to focus on other critical tasks and make data-driven decisions more efficiently.
Incorporating RAG into Your Business
Integrating RAG into your business can provide numerous benefits, but it requires the right tools and technology. At Speak Ai, we have developed a powerful NLP and transcription software that has integrated RAG capabilities. Our software can analyze customer service calls, identify patterns and sentiments, and generate human-like responses in real-time.
With Speak Ai, you can gain valuable insights into your customer service strategies and make data-driven decisions to improve the overall customer experience. Our software is user-friendly, customizable, and constantly evolving with the latest advancements in NLP and generative AI.
In conclusion, retrieval augmented generation is a powerful technique that can enhance the analysis and insights gained from customer service calls. It combines the capabilities of NLP, large language models, and data visualization to generate human-like responses, understand sentiments, and provide real-time analysis. By incorporating RAG into your business with the help of Speak Ai, you can gain a competitive edge and improve your customer service strategies.
How To Use Speak’s Retrieval Augmented Generation For Customer Service Calls
Step 1: Create Your Speak Account
To start your transcription and analysis, you first need to create a Speak account. No worries, this is super easy to do!
Get a 14-day trial with 30 minutes of free audio and video transcription and analysis included when you sign up for Speak.
To sign up for Speak and start using Speak Magic Prompts with retrieval augmented generation, just visit the Speak app register page here.
Step 2: Upload Your Customer Service Calls
We typically recommend MP4s for video or MP3s for audio.
However, we accept a range of audio, video and text file types.
You can upload your file for transcription in several ways using Speak:
Accepted Audio File Types
Accepted Video File Types
Accepted Text File Types
- Word Doc
You can also upload CSVs of text files or audio and video files. You can learn more about CSV uploads and download Speak-compatible CSVs here.
With the CSVs, you can upload anything from dozens of YouTube videos to thousands of Customer Service Calls files.
Publicly Available URLs
You can also upload media to Speak through a publicly available URL.
As long as the file type extension is available at the end of the URL you will have no problem importing your recording for automatic transcription and analysis.
Speak is compatible with YouTube videos. All you have to do is copy the URL of the YouTube video (for example, https://www.youtube.com/watch?v=qKfcLcHeivc).
Speak will automatically find the file, calculate the length, and import the video.
If using YouTube videos, please make sure you use the full link and not the shortened YouTube snippet. Additionally, make sure you remove the channel name from the URL.
This library of integrations continues to grow! Have a request? Feel encouraged to send us a message.
Step 3: Calculate and Pay the Total Automatically
Once you have your file(s) ready and load it into Speak, it will automatically calculate the total cost (you get 30 minutes of audio and video free in the 14-day trial – take advantage of it!).
If you are uploading text data into Speak, you do not currently have to pay any cost. Only the Speak Magic Prompts analysis would create a fee which will be detailed below.
Once you go over your 30 minutes or need to use Speak Magic Prompts, you can pay by subscribing to a personalized plan using our real-time calculator.
Step 4: Wait for Speak to Analyze Your Customer Service Calls
If you are uploading audio and video, our automated transcription software will prepare your transcript quickly. Once completed, you will get an email notification that your transcript is complete.
That email will contain a link back to the file so you can access the interactive media player with the transcript, analysis, and export formats ready for you.
If you are importing CSVs or uploading text files Speak will generally analyze the information much more quickly.
Speak will automatically embed your data in a well-architected vector database which allows you to use retrieval augmented generation for Customer Service Calls.
Step 5: Visit Your File Or Folder
Speak is capable of analyzing both individual files and entire folders of data.
When you are viewing any individual file in Speak, all you have to do is click on the “Prompts” button.
If you want to analyze many files, all you have to do is add the files you want to analyze into a folder within Speak.
You can do that by adding new files into Speak or you can organize your current files into your desired folder with the software’s easy editing functionality.
Step 6: Select Speak Magic Prompts To Analyze Your Customer Service Calls
What Are Magic Prompts?
Speak Magic Prompts leverage innovation in artificial intelligence models often referred to as “generative AI”.
These models have analyzed huge amounts of data from across the internet to gain an understanding of language.
With that understanding, these “large language models” are capable of performing mind-bending tasks!
With Speak Magic Prompts, you can now perform those tasks on the audio, video and text data in your Speak account.
Retrieval augmented generation is what makes these Magic Prompts work so well.
Step 7: Select or Create Your Assistant Type
To help you get better results from Speak Magic Prompts, Speak has introduced “Assistant Type”.
These assistant types pre-set and provide context to the prompt engine for more concise, meaningful outputs based on your needs.
To begin, we have included:
Choose the most relevant assistant type from the dropdown.
You can also create your own custom Assistant Template Type.
If you visit the new page Account Preferences, you can see there is now an area where you can create your own custom Assistant.
This allows you to set the context of the engine for higher quality and more consistent outputs.
For example, you could say:
“We are [COMPANY NAME]. We are analyzing [DATA] to understand how to improve [GOAL]. We want all responses to be concise and in table format.”.
This becomes a reusable template in any of your manual or automated Magic Prompts.
You can create multiple templates for different use cases.
As an example, the analysis you run on a focus group may be different than a one-on-one interview.
Step 8: Create Or Select Your Desired Prompt
Here are some examples prompts that you can apply to any file right now:
- Create a SWOT Analysis
- Give me the top action items
- Create a bullet point list summary
- Tell me the key issues that were left unresolved
- Tell me what questions were asked
A modal will pop up so you can use the suggested prompts we shared above to instantly and magically get your answers.
If you have your own prompts you want to create, select “Custom Prompt” from the dropdown and another text box will open where you can ask anything you want of your data!
Step 9: Review & Share Responses
Speak will generate a concise response for you in a text box below the prompt selection dropdown. With Chat enabled, you can also continue to query that data to reveal more insights and reformat the information to your needs.
In this example, we ask to analyze all the Customer Service Calls in the folder at once for the top product dissatisfiers.
You can easily copy that response for your presentations, content, emails, team members and more!
Speak Magic Prompts Pricing
Our team at Speak Ai continues to optimize the pricing for Magic Prompts and Speak as a whole.
Right now, anyone in the 14-day trial of Speak gets 100,000 characters included in their account.
If you need more characters, you can easily include Speak Magic Prompts in your plan when you create a subscription.
You can also upgrade the number of characters in your account if you already have a subscription.
Both options are available on the subscription page.
Alternatively, you can use Speak Magic Prompts by adding a balance to your account. The balance will be used as you analyze characters.
Completely Personalize Your Plan 📝
Here at Speak, we’ve made it incredibly easy to personalize your subscription.
Once you sign up, just visit our custom plan builder and select the media volume, team size, and features you want to get a plan that fits your needs.
No more rigid plans. Upgrade, downgrade or cancel at any time.
Claim Your Special Offer 🎁
When you subscribe, you will also get a free premium add-on for three months!
That means you save up to $50 USD per month and $150 USD in total.
Once you subscribe to a plan, all you have to do is send us a live chat with your selected premium add-on from the list below:
- Premium Export Options (Word, CSV & More)
- Custom Categories & Insights
- Recorder Customization (Branding, Input & More)
- Media Player Customization
- Shareable Media Libraries
We will put the add-on live in your account free of charge!
What are you waiting for?
Refer Others & Earn Real Money 💸
If you have friends, peers and followers interested in using our platform, you can earn real monthly money.
You will get paid a percentage of all sales whether the customers you refer to pay for a plan, automatically transcribe media or leverage professional transcription services.
Use this link to become an official Speak affiliate.
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