AI Speech Analytics technologies are enhancing quality assurance (QA) monitoring and training approaches at contact centers. These Ai systems are now capable of going well beyond assessing agent performance and can provide in depth business analytics at a level that was not previously viable.
Our in-house experts Elizabeth Sedlacek, VP of Client Relations and Partnerships and Mark Rodrigue, Senior Vice President spoke about the technology and its revolutionary effect on driving process transformations, at a webinar hosted by Canadian Electricity Association and moderated by David McKendry.
AI is a billion-dollar industry today and is projected to grow to 5 billion dollars by 2025. AI and speech analytics are already part of our daily lives – be it navigating routes, talking to Alexa or watching a movie. It uses Natural Language Processing to analyze and convert verbal instructions into data.
Speech Analytics AI for quality assurance has taken this technology and put a spin on it so contact centers can monitor a 100% of agent-customer interactions. The result is a game changing product for customer experience and regulatory compliance in the contact center industry.