Upcoming Webinar Customer Analytics Blog Photo

Upcoming Webinar: Harness Customer Insights With Contact Center AI

Most organizations now have the technology to deliver effective customer service across mobile, voice, web, and social channels. But many are missing out on the customer insights they could be gathering from these channels.

Much like how most businesses analyze customer interactions with their website, new AI/ML technology presents the opportunity for you to catalogue, organize, and analyze how customers are interacting with your business across your customer service channels that were previously difficult or impossible to capture.

This is an exciting development in customer insights for voice channels in particular. While you previously depended on recorded calls and anecdotal evidence, you can now transcribe and catalogue each interaction and analyze it to understand caller sentiment, what paths your callers are following, what questions take the longest to answer, where you can expedite the process, and more.

At noon CT on Wednesday, January 26, Solution Methodology and Research Lead at 1904labs, Carol Righi will moderate a discussion on these exciting developments between Director of AI-Enabled Customer Service Solutions at 1904labs, Tom Thelen and Director of Decision Science at 1904labs, Brandon Fischer covering:

  • How does the ability to capture this data translate into tangible business value such as greater operational efficiency and cost savings?
  • What metrics should you be measuring and what do they mean to the business?
  • What are some of the challenges you may run into with this new contact center data?

This webinar is part of a series on AI Enabled Customer Service and Intelligent Virtual Agents. You can view the previous webinars in our series here, and be sure to check back in the future to see what topics we have added to the collection.

To sign up for this webinar, either fill out the form below or visit the registration page at this link.


Other Insights

ol-kit-blog-image
Use ol-kit, the open-source React and OpenLayers mapping component toolkit, to add a map to your React app for free.
Read Full Story »
Customer Service Journey Recap Blog Photo
The current caller customer service journey is fraught with friction points. We discuss how to use IVAs to alleviate the
Read Full Story »
designing intelligent virtual agent conversation paths
The team started creating Wally, our Intelligent Virtual Agent, by determining what questions he should answer - and how to
Read Full Story »
Conversational AI Virtual Agent Blog Header
Wally is our brand new Conversational AI Virtual Agent and is happy to help callers with any issue they may
Read Full Story »
one-on-ones
Regular one-on-one meetings are the most valuable coaching tool in a manager or servant leader's toolkit. Here are some best
Read Full Story »
Upcoming Webinar Customer Service Journey
Note: This webinar has now occurred. Please see the replay at this link. The importance of good customer service has
Read Full Story »