Speech Analytics Makes Unexpected Discovery

The folks at CallMiner had theories about what their speech analytics software would turn up when they launched an informal coronavirus customer research program back in March. The COVID-19 pandemic has upended life as we know it, and large corporations with big contact center operations have been forced to quickly adapt to the new work-from-home model. But when the AI work was done, there was one discovery that stood out above the others. One of the CallMiner customers that participated in Coronavirus Customer Thinktank is in the business of managing the medical waste streams from hospitals and other medical establishments. A pandemic is probably a big deal for medical waste company, figured Steve Chirokas, CallMiner's director of product and channel marketing.