Fleets improve call experience with voice intelligence
Summary
CCJ recently shared how ShipEX, a Salt Lake City, Utah-based truckload carrier, uses a call center platform with voice intelligence to monitor key words in phone conversations with drivers and customers. New advancements have taken natural language processing to a higher level by combining it with artificial intelligence (AI) in scalable cloud-based platforms. Fleets that use the platform have a customizable voice assistant ask the caller a question such as “How can I help you today?” The system listens to the response and identifies keywords to route calls based on the pre-defined workflow, explains Mack Greene, director of custom engineering. The driver provides the information by voice and the system asks a couple of follow-up questions to ensure the call is routed to the right person. Using new advancements in voice intelligence technology is one of many ways that motor carriers and logistics providers are distinguishing themselves among drivers and shippers in a crowded field.