From Speech Analytics to Conversational Service Automation: The Path Forward

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Presented by

Dan Miller (Lead Analyst, Opus Research) and Samith Ramachandran (Vice President & Head of Products, Uniphore)

About this talk

A recent survey by Opus Research shows how speech analytics is seen as a powerful tool for quality management and agent training in contact centers. It also showed that forward-looking businesses and business process outsourcers expect to integrate analytics with elements of Artificial Intelligence to support an entirely new category of solutions for “Conversational Service Automation." Topics include: * Success of speech analytics outside the contact center drives investment * Adding machine learning and natural language generation to analytics supports a new category of service, features and functions * New use cases and case studies demonstrate dramatic efficiencies, accuracy, savings and ROI for speech analytics-driven Conversational Service Automation
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