DMG Consulting
FEBRUARY 25, 2019
Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. The future of this process is analytics-enabled QM (AQM).
DMG Consulting
APRIL 15, 2020
AI-based technologies, such as predictive analytics and machine learning, are being incorporated into WFM solutions to automate the selection of the optimal forecasting model for each business’s unique needs. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.
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Lumoa
NOVEMBER 21, 2023
It is a technique that uses Natural language processing (NLP) and machine learning (ML) to scour emotions, opinions, and perspectives. Therefore, the most optimal analytics solution is to merge machine learning and human intelligence. Lumoa’s analytics is built on top of this philosophy.
Fonolo
NOVEMBER 11, 2022
Cheaper data processing and storage capabilities are fueling artificial intelligence, natural language processing and machine learning — which means companies can now distill customer understanding drawn from millions of data points. Here are more ways AI capabilities are starting to improve contact center operations: .
DMG Consulting
FEBRUARY 12, 2019
Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Analytics will Continue to be a Differentiator.
DMG Consulting
APRIL 16, 2019
AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.
DMG Consulting
FEBRUARY 15, 2018
Despite vendor claims, IVAs are not fully artificial intelligence–enabled, but they do use natural language understanding (NLU) and machine learning to offer a new generation of conversational concierge-type service. And IVAs will use machine learning to continuously improve their accuracy and effectiveness over time.
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