Next generation conversation analysis insight driven automation!

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Kontakta

Published on Premiered Nov 29, 2024
About :

Customer service managers, service designers and business developers dream of understanding their customers in depth - what they think, think and feel. What works - what doesn't work? What do they wish for? By understanding and interpreting what is said in customer contacts, companies can create better products, services and experiences for the customer; but also refine and develop their support and sales. This is where AI steps in and contributes revolutionary business benefits. Not in any way because AI can read minds - but because AI can analyze, compile, and reinterpret huge amounts of customer data at lightning speed. What is actually said in a phone call to customer service, technical support, or with a salesperson. All emails sent between a customer and a company; all chat conversations, etc. Over the past 5+ years, more and more B2C companies have developed their businesses using insights from this type of AI analysis. But as AI develops, language models improve, generative AI enters the picture, and new methods are tested, we are now entering the next generation of conversational analysis - the holy grail - insight-driven automation. It's a real superpower! Taking advantage of all the insights also creates knowledge about organizational problems such as potential bottlenecks and missing processes in case management. These insights are incredibly valuable, as every minute and second costs money. Therefore, the demands of the most innovative companies are now increasing - to take all the insights that are extracted and seamlessly automate various processes in case management that traditionally require a lot of manual work. There, companies can save enormous amounts. In this webinar you will learn about: How customer insights create concrete business values ​​How customer insights can influence the development of customer service and telemarketing Examples of today's and tomorrow's automations You will meet Thomas Strandberg, expert in conversation analysis at Feelingstream and Tina Wahlroth at Kontakta.

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