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Discover the secret to enhancing your Microsoft Teams calls with a FREE intelligence layer. Level up your communication now!
Imagine this –
You are in a conversation with one of your most valued customers and they are detailing you (and your team) about an upcoming project. While you have an assistant to take notes from the meeting but the assistant, who is new to your organization, is not familiar with the customer’s accent and fails to understand certain details…
The assistant transcribes the call and takes manual notes, and the same is also shared with the customer who reverts with certain errors and missed details!
Imagine what impression it must create with the customer and the mishap that may have occurred if the notes weren’t shared with the client.
This is one of the major issues that happens during virtual conference calls. Not just this, there are other also instances where customers call up customer service only to go through several layers of the service menu before connecting to a human customer service (CS) agent. And then, upon connecting with the agent, they have to go over it again… this leaves the customers frustrated and such experiences impact their experience and satisfaction rates!
So what’s the solution to the problem? Is there a way to improve the quality of the calls and serve the customers better? Well, yes! The solution is through the addition of an intelligence layer… yes, that’s right and several virtual calling platforms such as Zoom and Microsoft (MS) Teams are offering the option of adding a free intelligence layer to calls so you can take them to a whole new level.
In this blog, we will discuss the intelligence layer and how to add an intelligence layer to MS Teams calls to take the calls from ordinary to exceptional.
So let’s dig it!
Microsoft Teams is a chat-based workspace in Office 365 that brings people, conversations, files, and tools into one place. It’s the hub for teamwork in Office 365. You can use Microsoft Teams to make audio or video calls. The application also provides the option for screen sharing to help collaborate better.
MS Teams has been an excellent platform to make calls and connect with remote teams and customers. In addition to all the wonderful features that it offers by default, Teams also allows users to add a free intelligence layer that helps record, transcribe, and get actionable insights from calls – this means conversational intelligence!
But what exactly is an intelligence layer and how does it benefit your MS Teams call, and how can it impact your customer service? Let’s discuss it in detail –
An intelligence layer is a software service through the use of which, you can add a set of AI-driven features and functionality to enhance your existing system. The AI layer provides you with additional capabilities to see, listen, speak, and understand so you can think better and act more appropriately. These capabilities further help you gain more out of your regular systems. In addition to the benefits discussed above, the addition also helps you benefit from automation.
With respect to the MS Teams calls, the addition of an intelligence layer helps enable advanced capabilities such as call recording, transcription, and even translation. Automating these tasks helps the participants focus better on the meeting. This further helps reduce or eliminate certain manual tasks that are important but time taking.
Additionally, sales managers and customer success managers (CSMs) can take the help of these intelligent features to understand customer (or teams’) emotions and behaviors during the call.
Let us discuss some of the features that the intelligence layer offers
The intelligence layer to your Teams calls adds some advanced features such as automatic call logging, analytics, and call transcription – all these features make your calls more efficient.
“Integrating an intelligence layer into Teams is a game-changer for any organization. It provides users with a wealth of data and insights that can help them work smarter and more efficiently.” – Jared Spataro, Corporate Vice President for Microsoft 365.
The features from the intelligence layer make calls more efficient, and how? Let’s discuss the benefits in detail –
Considering all these benefits, it is safe to say that adding the intelligence layer to your MS Teams calls takes the experience to a whole new level by enabling you to access the benefits of conversational intelligence.
But how does the intelligence layer work with MS Teams? Let’s discuss:
To add the free Intelligence Layer to your MS Teams calls, you have to go to -> Settings Menu when starting the call. Enable the layer from this section. Once enabled, you can enjoy AI-driven features such as automatic transcription and real-time translation. Additionally, the layer also offers call information about the participants such as their name, job title, and location.
But in order to enable this feature, you should first have software installed to help bring in the intelligent capabilities.
Let’s see how to install the Cortana Suite…
The process is quite easy; here are the steps to follow –
Now that the layer is added, you will able to use the power of intelligence and automation on your calls.
Cortana Suite is one example. However, you may also find other alternatives to add AI intelligence to your calls. Some of the popular platforms include Zoom.ai, Krisp.ai, x.ai, Gong.io, etc.
Along with the AI, you may also want to make your MS Teams call more secure.
You can do this on your Teams app itself.
Go to -> Settings menu on the app -> select the Calling option and hover over the “end-to-end encryption” option. Enable it and your call is encrypted.
AI layer is relatively new and still evolving. Considering this, users have several questions about it, and having no answers can also put their AI implementation on hold. So to make it easy for you, here is a list of a few FAQs and answers –
1. What is the free intelligence layer in MS Teams?
The intelligence layer is an AI tool that can be enabled in Microsoft Teams to gain real-time transcriptions, translations, insights, and analytics. This can be extremely useful to review the call and prepare action items later on.
2. Does the real-time translation and transcription feature work for all languages?
Yes, the free intelligence layer works with all languages! The AI will transcribe and translate your call in almost all languages.
3. Is there a limit to how many people can participate in the call when using the AI layer?
There is no on the number of participants in the free intelligence layer enabled Teams call.
4. Are there any special equipment requirements to use the intelligence layer?
No, you don’t need any special equipment. The AI layer is a software add-on and it integrates with your Microsoft Teams setup.
To sum it up, I can reiterate that MS Teams is a great communication and collaboration platform for itself, but you can take its productivity to a whole new level with the help of some tools and strategies! And the free intelligence layer is one such tool, it makes your calls go from average to exceptional and let you enjoy the benefits of conversational intelligence. Adding it to your MS Teams calls will help you stay organized, and communicate effectively.43
Having revealed this secret, I hope that you use it and benefit from having more effective video conferences with your peers. Try it out and make the most of the conversational intelligence that it brings in!
Rohan has over 11 years of experience in client services, marketing and hospitality field. Previously, he was head of digital marketing for a hi-tech mobile application. Rohan is driven by new challenges and the possibility of making an impact on individuals and businesses.
Published May 15, 2023, Updated August 18, 2023
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