Customer Self Service - What the Future Holds and How to Prepare

The core technologies that have enabled the rapid progress and swift adoption of smart virtual assistants include NLP text mining, Voice Analytics and Machine Learning. NLP text mining analyzes and derives insights from the written word, enabling virtual assistants to understand whether the customer's feedback is positive, negative or neutral. Voice Analytics utilizes speech recognition software to extract useful data or detect stress in a customer's voice, enabling the virtual assistant to engage proactively and appropriately. Machine Learning, meanwhile, enables the virtual assistant to perform the cognitive functions typically associated with the human mind, such as understanding, reasoning, problem solving, learning, and even interacting with the surrounding environment.