KI, ASR, TTS, QM – Are they all just Buzzwords? jtel User Group deals with automation and quality management in customer service

Freiburg – who doesn’t immediately think of the SC, the Europa Park, the TOP temperatures in the daily weather report? It’s a beautiful city, but the Baden metropolis has much more to offer. jtel customers, partners and customer service experts met there last Thursday and were hosted by Car Garantie, the leading specialist insurer for vehicle manufacturers and dealers in Europe.

Under the heading “Making demanding customers happy – nationally and internationally while simultaneously transforming the voice infrastructure towards Microsoft Teams,” Michael Ketteniss, Head of Operations at Car Garantie, gave us some interesting insight into customer service and the recent changes in voice infrastructure towards teams, which was successfully implemented and mastered with jtel. Michael reported on the digital transformation of service processes and positive experiences through their migration to Teams. Car Garantie thus secures a multichannel platform that provides the basis for a demanding clientele for today and far into the future.

Afterwards, colleague Tony Stock impressed the participants with jtel’s new solution for quality management through speech analysis. Using Ender Turing, who have been a jtel technology partner in the DACH region since CCW 2023, voice files obtained in jtel or another solution can be transcribed and thoroughly analysed in real time. Through effective monitoring of customer dialogues and coaching of employees, the quality of customer service is ensured at all times. The system can be made available both on-premise and in the cloud and the analysis options exist for voice, mail and chat conversations. jtel customers receive a special market launch offer.

During the lecture, ignoring the mute switch of a remote participant in Zoom caused an involuntary humorous interlude. The question that everyone can hear: “Naaaa? Do we want to go for a walk?” was countered by the speaker with the confident answer: “No, we want to stay here!”

Afterwards, the user group participants learned some impressive insider information from the development. Lewis Graham, CEO of jtel, presented the latest developments that should meet the increased demands of service unit operators in terms of automation. The market is noticeably divided between conversational AI and self-service processes with ASR and TTS. Customers often ask for solutions for automation, partial automation or dark processing. However, an AI-based voice bot is not always economically viable. Thanks to the enormously improved speech recognizers and text-to-speech solutions that cloud services such as Azure make available, in many cases a cost-effective and quick-to-implement solution can be achieved in conjunction with a jtel IVR. Finally, Lewis reveals the secret of the eagerly awaited new jtel user interface with many new features. The ownership needs of jtel users were suddenly clearly noticeable. Regardless of this, the new routing objects from release 3.33 are already impressive.

The user group ended around midday with a record number of participants tuning in from the coast to the Alps and even beyond. The jtel team ended the day relaxing with the customers from Freiburg and the surrounding area.