AI NLP & NLU engine for better CX in Call Centers
- May 24, 2019 5:41 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
Around the globe, call centers have the same issue as other types of client service centers: they have too much information to investigate. A single call center unit could produce thousands of hours per day of call recording. While it may be feasible to manually listen to prior recordings to verify the performance of a single rep's calls, it is not feasible for a company to obtain business understanding from its broad range of customer call recordings. While it may be feasible to manually listen to prior call recordings to verify the performance of a single representative's calls, it is not feasible for a company to obtain business understanding from its broad range of customer call recordings.
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