AI should empower (not replace) workers: MosaicVoice & Deepgram
Jose Nicholas Francisco
🦾 Empowerment over Replacement: The driving principle
With the rapid evolution of AI technology, a heated debate simmers on its impact on the workforce. Will AI replace jobs, or will it serve as a powerful ally to the human workforce?
Studies and real-life applications have shown that when leveraged thoughtfully, AI significantly enhances productivity and job satisfaction by taking over repetitive tasks, enabling employees to channel their efforts into more creative and complex problem-solving activities.
So let’s delve into how AI companies embody the principle of empowering workers through AI integration, not replacing them.
In particular, we’ll take a look at a couple specific companies to see exactly how AI can empower workers directly. (If you’ve read the title, you know exactly which companies we’re about to discuss 😉)
Amidst concerns of job displacement, businesses like MosaicVoice and Deepgram stand out as beacons of how AI technology can complement rather than substitute human labor. By taking on repetitive tasks, AI liberates employees to devote their energies to creative, complex problem-solving, thus boosting both productivity and job satisfaction.
👀 What is MosaicVoice?
MosaicVoice emerges as a cutting-edge player in the realm of AI, specializing in voice and audio processing. Its potential to transform business communication is vast, leveraging advanced voice recognition and processing capabilities.
Visualize a scenario where every verbal instruction or customer query gets accurately interpreted by AI, streamlining operations and enhancing efficiency. MosaicVoice stands at the forefront of this transformation, promising to revolutionize how businesses communicate internally and with their clientele.
📈 Automating Customer Service and Support
The automation of customer service and support through MosaicVoice’s AI significantly reduces the burden of repetitive tasks on employees. This technology enables:
Real-time agent guidance: MosaicVoice uses AI to understand customer intent and dynamically guide the agent with relevant talking points
Increased efficiency: Immediate response to customer inquiries leads to higher satisfaction rates.
Reduced human error: Consistent, accurate information delivery ensures reliability.
Intelligent objection management: MosaicVoice listens for customer objections and prompts agents with instant responses.
Automated QA: MosaicVoice tracks compliance and alerts managers to breaches as they happen while also prompting agents with a remediation plan before the call ends
Accurate call summary and CRM Updates: Detailed call reports and transcripts are uploaded to your CRM with sensitive customer information redacted as necessary
The general benefits of AI, as found in research snippets, highlight its role in freeing up human workers to focus on more complex and creative tasks.
🚗 The AI beneath the hood: Deepgram
MosaicVoice's ability to analyze voice data is a game-changer. And the driving force behind those analytics is a well-trained machine learning model. Indeed, AI is what makes everything above possible.
However, creating AI that’s scalable, affordable, and accurate is quite difficult. And if you only have two out of the three, then you’re going to suffer one of the following three situations:
Scalable and affordable, but not accurate: You’ll be able to sell your product to a lot of customers at a low price, but everyone who uses it will be unsatisfied with the results
Scalable and accurate, but not affordable: You have a great product on your hands, but no customers rich enough to buy it.
Accurate and affordable, but not scalable: You have a great product that you can sell to loads of businesses, but those business will struggle to grow due to the technological limitations you impose on them.
And that’s what makes Deepgram stand out. With Deepgram, you receive all three pivotal corners of the triangle. More details are available here, but suffice it to say that MosaicVoice—among loads of other forward-thinking companies like Spotify and CitiBank—use Deepgram for exactly this reason.
As a result, MosaicVoice offers personalized customer experiences by understanding customer preferences and behaviors through voice interactions. Likewise, MosaicVoice also equips workers with improved decision-making skills. After all, insights derived from voice data can inform strategic decisions, tailoring services to meet customer needs better.
📊 The results of this technology
In a case study with The Office Gurus—a call center solution in the hospitality industry—a recent analysis reveals the following impressive stats:
Prior to MosaicVoice, The Office Gurus were manually reviewing about 5% of customer conversations - well above industry standards but still leaving 95% of calls in a black box. With the introduction of MosaicVoice’s AI powered QA platform, The Office Gurus were able to review and score 100% of customer conversations with human-level accuracy
Given that The Office Gurus had a huge class of new agents, the first priority was to make sure these individuals were trained and ready to take live calls quickly. With MosaicVoice in place throughout training and ongoing afterwards, 90% of these new agents were able to complete their first live test-out call in one take - an 87% improvement.
Script compliance increased significantly while tenured agents also saw material improvements in their QA scores. The real-time guidance offered by MosaicVoice helped boost morale and drove agent retention 32%—to record levels!
🛠️ …But won’t some workers still be replaced?
The short answer is yes. Sure, it’s easy to see AI through rose-colored glasses, but the reality remains that there will be some workers who will be replaced. Both Deepgram and MosaicVoice acknowledge that (unfortunate) truth.
Nevertheless, it is never the outright goal for MosaicVoice or Deepgram to replace workers. Rather, empowerment is the driving principle that pushes these companies forward. And the exploration of MosaicVoice's capabilities and potential applications reveals its significant role in leveraging AI to empower rather than replace the workforce. Its contribution to enhancing communication, automating services, and providing insights through voice data underscores the transformative impact of AI technologies in the modern workplace.
🧠 Conclusion
The journey of AI technologies like MosaicVoice and Deepgram in the workplace is not merely about technological innovation; it's about redefining the relationship between humans and machines. By emphasizing accuracy, scalability, and affordability, and addressing the accompanying challenges and considerations, AI can indeed serve as a powerful tool for empowerment, ushering in a new era of productivity and growth.
