Conversational Intelligence Tool

The vendor is required to provide a conversational intelligence tool for our contact center.
- Solution must be capable of evaluating and providing feedback on 100% of our calls to enhance performance, improve customer experience, and drive operational efficiency.
- Effectively manage, budget and control costs while consistently meeting performance metrics:
• Reduction in overall staffing needs due to decreases in average handle time, repeat calls, new hire ramp time, and cost per call
- Meet regulatory compliance measures and expectations:
• 100% QA using conversational intelligence, real time customer issues and trends analysis, escalation of red flag calls for compliance review
• Risk reduction with comprehensive visibility to effectively monitor compliance requirements with the potential to save the company and CSRS fines and criminal penalties
- Meet member/provider service expectations:
• Improved metrics for provider and member satisfaction due to identification of areas of friction and administrative waste
- Improve customer service employee engagement:
• Increase in employee engagement and retention due to more targeted training and coaching, reduced administrative burden on leaders, and elimination of bias in quality scoring.
- Solution design:
• Call transcription and analysis to identify trends and insights - the system will automatically transcribe calls, allowing for a comprehensive review of interactions.
• The solution design should deal with all the technical components necessary for deployment, including natural language processing (NLP) and natural language understanding (NLU), sentiment analysis, automated call summarization, agent assist & scripting, and real-time coaching & QA
• The ideal solution will include all necessary customizations needed to meet agency needs and integrate with agency systems
- AI functionality:
• Sentiment analysis to assess caller experience and agent engagement - by evaluating tone, word choice, and speech patterns, the system can determine caller sentiment (positive, neutral, or negative) and assess agent engagement levels.
• Automated quality monitoring to support compliance and service improvements - the platform will automate call scoring based on predefined quality assurance criteria, ensuring consistent evaluation of agent performance.
• This reduces manual auditing efforts while identifying compliance risks, adherence to scripts, and best practices in real time.
• Speech and keyword recognition to track specific topics or concerns - using advanced speech analytics, the system can detect keywords and phrases related to common customer concerns, compliance issues, or service trends.
• Ability to monitor quality in multiple languages to ensure consistency across diverse interactions
- With multilingual support, the system ensures accurate call monitoring and evaluation across all supported languages, maintaining quality and compliance standards regardless of the caller’s language. • The 6 most common languages (besides English) we use at agency, include: Spanish, Vietnamese, Russian, Arabic, Somali, and simplified Chinese/traditional Chinese.
• Intelligent call rerouting based on caller intent and modality preferences - the system will analyze caller intent in real time and automatically reroute calls to the appropriate department or service channel.
• If a self-service option is available, the system can offer alternative solutions, such as sending a text message with a self-service portal link, reducing hold times and improving efficiency.
- Training & coaching:
• Real-time coaching and training simulations to enhance agent development and responsiveness.
• The system should provide instant feedback, helping agents adjust their approach in real time.
• Additionally, interactive training simulations will allow agents to practice handling complex scenarios, improving their problem-solving skills and customer engagement techniques.
• The platform should generate individualized performance reports, highlighting strengths and opportunities for improvement.
• Based on these insights, agents will receive personalized coaching recommendations to enhance service quality, accuracy, and efficiency.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: April 18, 2025