Free webinar with Paul Weald and Dr Danica Damljanovic
Context:
Technology such as real-AI speech and emotion analysis analyses real-time customer and employee interactions that allow you to discover urgent customer experience priorities. But the business case for first wave speech analytics solutions have not lived up to their promise:
● Too many contact centres struggle to apply the technology to solve day-to-day operational problems
● Typical behaviour usually sees a wide range of unstructured searches initialised from differing parts of an organisation resulting in little actionable insight
But now the latest generation AI platform from vendors such as Sentient Machines utilise 25 Machine Learning algorithms, each performing a distinctive function so that bespoke implementation costs are reduced and time to deliver results are speeded up.
Objective:
In this webinar you will find out how generating insight alone is not sufficient – it is only when it is applied to drive continuous operational improvements that benefits are realised. Business case benefits fall into two broad categories – those that have a direct financial impact through either operational cost reduction or increased revenue per call; and those that have an indirect financial impact from either future customer life time value or lower future risk.
Whilst from a Customer Experience perspective you want to explore the unknown unknowns as a source of insight, to convince the CFO to invest you first need a methodology and approach that uses the platform to deliver tangible commercial outcomes.
CLICK HERE to watch this webinar on our Resources page.
Paul Weald, the contact centre innovator, is Artisiam’s Business Operations & Innovation Specialist. Having worked in the industry for 25 years, his experience covers all aspects of people, process, technology, digital operations and customer experience. Last year he was recognised as one of the Top50 CX influencers.
Dr Danica Damljanovic, founder of Sentient Machines, has over 16 years experience in AI and NLP, and has worked with the SRI team that developed Siri, and in Recordsure analysing human-to-human conversations. As an internationally recognised scientist Danica has published more than 50 publications, and a book on text analytics, cited over 1600 times. She received her PhD in AI and NLP from the University of Sheffield.