Choose an AI Cloud Call Center Software With Saudi Dialect and Save Money!
Save up to thousands of riyals thanks to AI contact center software! An excellent modern solution that reduces human errors. The money you save also reflects on customers’ waiting time with the help of an intelligent skill-based routing software! Adopt an advanced AI-powered call center solution now and let customers achieve goals from the first contact!
What Should You Consider When Reviewing an AI Cloud Contact Center Solution?
Arabic Natural Language Processing (NLP)
As part of the Saudi ecosystem, you deal with a customer base that mainly speaks in Arabic (Saudi dialects). Therefore, it’s expected that Arabic NLP will be a significant part of the software.
A natural language processing system resembles a human mind that helps software understand human speech and recommend suitable responses. You should follow the next evaluation metrics to check efficiency:
- Text classification: Accuracy, F1 score, precision, recall
- Text summarization: ROUGE, BLEU, METEOR, BERTScore
- Machine translation: BLEU, METEOR, BERTScore
- Question answering: Accuracy, F1 score, precision, recall, EM score (exact match score)
- Natural language inference: Accuracy, F1 score, precision, recall
Machine Learning
AI’s significant scope is to simulate human actions and the flow of thinking. However, machine learning is an application subset of AI. It learns from historical data to make better decisions and develop over time.
How can we check that ML is performing well? Focus on classification evaluation model metrics:
- Calculate the precision metric for fraud detection and escalation alerts.
- Calculate the positive rate TPR (Recall), for issue detection and churn prediction.
- AUC-ROC curve to compare the valid positive rate against the false positive rate.
Voice Recognition and Analysis
Speech recognition enables users to deliver input in terms of voice to offer transcription services. It compares the signals formed to a preset database and interprets the spoken words.
Voice recognition might vary according to external factors; surrounding noise, spoken Saudi dialects (Najdi Arabic, Hejazi, and Gulf or Khaliji Arabic), speaking rate, etc. But accuracy should never be less than 90%.
Here are the metrics to check:
- Accuracy: WER, CER
- Real-Time Performance: Inference Latency, Turn-Taking Delay, Throughput
- Robustness: Dialectal WER, Noise Robustness, OOV Rate
Real-Time Data Orchestration Capabilities
Orchestration capabilities are the automatic data transfer coordination needed to streamline decision-making in real time. They gather data from multiple sources, transform it into a standardized format, and finally share it as analytics and reporting.
Here are the metrics through which you can evaluate real-time data orchestration capabilities:
- Latency & Throughput: End-to-End Latency, Event Processing Time, EPS
- Reliability: Event Loss Rate, Acknowledgement Time, Uptime
- Data Consistency: Event Ordering Accuracy, Duplicate Rate, Delivery Semantics
- AI Integration: Feature Freshness, Context Consistency Rate
- Scalability: Scaling Time, Backlog Size, Autoscaling Rate
- Monitoring: Export Lag, Dashboard Refresh, Alert Resolution Time
Top AI Cloud Contact Center Solution in Saudi Arabia
ZIWO
- Voice Call Intelligence
- Transcription
- Summary
- Language Detection
- Translation
- Batch Processing
- Call Tagging
- Quality Scoring
- Instant Insights
- Sentiment Analysis
- Workflows AI
3CX
- Real-time Processing Features
- Real-time Knowledge Suggestion
- Call Transcript
- Call Summary
- Sentiment Detection
- Post-Processing Features
- Topics Extraction
- AI Tagging
- Voice Analytics
- Speaker Diarization
- Sentiment Analysis
CloudTalk
- Conversation Intelligence
- Topic Extraction
- Automatic Summary and Tag
- Call Transcription
- Sentiment Analysis
- Call summary
- Summary translation
- Transcript translation
- Transcript search (by keyword)
CallGear
- Speech Analytics
- Automatic transcription of calls into Arabic text
- Keyword search within transcriptions
- Tagging and categorization of calls based on content
- Smart Scoring
No More Struggle With Time, Quality, or Losing Customers!
Stop wasting more time on traditional solutions, and become part of the future before your competitors do! ZIWO is the top-tier AI contact center software in KSA. If you’re wondering why, here are some reasons!
- Lets your customers reach the suitable agent from the first contact thanks to smart call routing.
- Helps your call center team know customers better because of real-time interaction insights.
- Becomes your agent’s best assistant through detecting customer sentiment and behaviour during the call with NLP.
- Monitors and manages quality to earn customer satisfaction with every interaction by automatically scoring agent calls.
- Reduces the time spent on keypad inputs by enabling NLP voice recognition features.
- Consider this: ZIWO AI solution complies with Saudi Data & AI Authority SDAIA regulatory arrangements to manage national data and protect personal data.
Subscribe to ZIWO, the #1 AI-Powered Call Center Solution in Saudi Arabia!
FAQs
What Are the Saudi Dialects That AI Should Interpret?
A professional AI cloud contact center software is a solution that interprets the three major Saudi dialects. Any potential customer in the Kingdom of Saudi Arabia speaks:
- Najdi Arabic
- Hejazi Propper Arabic
- Gulf Arabic
How Do I Select the Right Metrics When Choosing the AI Cloud Call Center Software?
Consider the following metrics which let you look for certain features:
1- High First Call Resolution (FCR)
- Feature(s) to look for:
- Smart routing to the right agent or department.
2- Low Average Handling Time (AHT)
- Feature(s) to look for:
- Real-time transcription and summarization
- Automated call classification and wrap-up.
3- High Customer Satisfaction Score (CSAT)
- Feature(s) to look for:
- Sentiment analysis during calls.
- Customizable follow-up workflow automation based on feedback.
4- High Internal Quality Score (IQS)
- Feature(s) to look for:
- Real-time recommendations.
- Call summary automation to reduce after-call work.
What Is the Maximum Accepted Error Rate for AI in Arabic Dialects Voice Recognition?
The acceptable Arabic word error rate of AI is 4.49%.