How AI-driven speech analytics is driving personalized customer services - ET CIO

By Sreenivas Gudavalli When it comes to customer service, long wait time and continual call rerouting can be discomforting besides not being a pleasant experience for customers. Even the world's most prominent companies having high volume customer inflow struggle with sluggish customer service engagement, as well as the delayed turn-around times in handling customer queries, leading to negative outcomes, including possible damage to brand reputation. Utilizing tech to enhance UX Over the years, there has been constant evolution in the customer experience (UX) and technology. That said, the incorporation of artificial intelligence (AI), machine learning (ML)-powered speech analytics into customer service operations are transforming how businesses interact with their customers. Today, more businesses are taking advantage of AI to automate and improve their Customer Relationship Management (CRM) than ever before.