2021 Contact Center Customer Relationship Management ML 
DMG Consulting
JUNE 8, 2021
These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Product Innovation. Broader Use Cases for IA.
DMG Consulting
OCTOBER 13, 2020
A second major area is the use of machine learning (ML) (supervised, semi-supervised, and unsupervised) to increase the effectiveness and value of these applications. For a detailed analysis of the IVA market and for assistance in selecting the right IVA partner, see DMG’s 2020 – 2021 IVA Product and Market Report.
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