Execs In The Know

APRIL 12, 2024

The decision to incorporate AI into contact center operations is no longer a question of if, but how. Customer interaction summaries bring to the surface key customer data that might otherwise remain buried in the depths of unstructured information. The right generative AI transcription + summary solution does exactly that.

AI 52

AI Contact Center Structured Data Artificial Intelligence 52

Steven Van Belleghem

MAY 19, 2020

Here are the components of the contact center of the future: A Hybrid Model. The future of contact centres will definitely be hybrid (a mix between virtual and real-life contact) and augmented (human capacities being augmented by technology, allowing them to be more human themselves in relevant situations).

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Uniphore

AUGUST 31, 2021

Supervised learning is best suited for things like: Structured data. Messy data with fewer labels requires unsupervised learning. Much like trying to uncover the secrets of a lost language, unsupervised learning relies on connections, patterns and trends in whatever data is available for training. Desired outcomes (i.e.,

Artificial Intelligence 100

Artificial Intelligence Machine Learning Structured Data AI 100

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

DMG Consulting

OCTOBER 18, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. T hese solutions are being used by contact centers to convert unstructured phone conversations into structured data that yields a wealth of information about customer needs and expectations.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. On-premise contact center infrastructure is dead.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

VOZIQ

JUNE 16, 2022

Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40