Analytics, AI and Empathy: Rallying Against the Great Resignation
Sponsored By: Verint
The combination of speech analytics and artificial intelligence (AI) is a powerful tool for understanding what customers are communicating and how to address their intent, even in real time. That’s a game changer. Natural language processing and understanding technologies can
be extended one step further to include quality management and agent coaching, even while the customer is still on the phone.
Self-reported surveys certainly provide useful information, but speech analytics and AI can provide a much more accurate picture of what customers are communicating because the technologies are working with all the information, not just a sample of the whole.
This Best Practices installment is your chance to learn what can be accomplished when speech analytics and AI are the drivers of customer experience.