Service Hook Uses Artificial Intelligence to Automatically Assign Calls to Staff Members

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The company breaks new ground in call tracking technology with voice recognition machine learning and human intelligence to drive staff performance and accountability.

Service Hook’s latest technological development uses voice recognition to optimize staff reporting and drive phone accountability. This voice recognition instantly attributes phone calls to the phone handler without requiring any additional action from the handler.

Machine learning powers voice recognition using pitch, tone and cadence to identify the speaker on the staff member’s side of the conversation and match it to a model from the staff list. To narrow down the list of possible matches, the machine learning process uses other data points from Service Hook’s database. These data points include staff member gender, staff member handling history, staff member active status during the time of the call, staff member department/classification and name-based keyword detection.

If the machine learning process identifies more than one possible agent, Service Hook pushes the call to human reviewers for a final determination. The decision is simple for a human reviewer since the machine learning will narrow down choices to only two or three agents. The use of human confirmation allows Service Hook to demand the highest confidence level from the machine learning process.

“Voice recognition adds an unprecedented layer of staff accountability,” said Matt Cooke, Director of Enterprise Projects. “Service Hook staff activity reports now automatically generate comprehensive call data and individual calls are attached to an owner. This provides deeper insight into each staff member’s phone handling performance and makes call coaching more efficient. It has never been easier for service organizations to stand out from competition and improve the customer experience on every call.”

Voice recognition is just one of numerous Service Hook advancements that uses artificial intelligence to help home services become CRISP on every call.

About Service Hook

Service Hook is the leading call tracking provider that home service organizations use to convert more calls to new business and optimize marketing results and efforts.

Service Hook's trained human reviewers listen to and categorize every inbound and outbound call at the business. This data provides home service organizations insight into how every call was handled, alerts them when a call needs attention, and actively improves staff phone skills in the organization.

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Matt Cooke
Service Hook
+1 978-965-8460
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