From Speech Analytics to Conversational Service Automation: The Path Forward
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."
* 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
News, information, and research detailing Intelligent Assistants, Intelligent Authentication Conversational Commerce. Webcasts include in-depth analysis of market forecasts, real-world case studies, and proven business value.…