A.I. meets H.I.: Driving Growth and Improving Customer Experience

Melbourne, AU, Sept 2019 – Companies are now embracing Artificial Intelligence (A.I.), not just a tool to improve service efficiency but as means to forge a deeper relationship with customers. It is now used to augment processes across the business value chain, resulting in increased productivity and more informed and effective decision making. There is however still a space for Human Intelligence – H.I. In the context of Conversation Analytics, A.I. is deployed to allow us to do things quicker, faster and smarter. Take Quality Assurance (QA) as an example – long the bastion of QA staff listening to calls to assess risk, misconduct, Customer Experience (CX) opportunities and missed sales. Using this approach, most QA functions in a business AT BEST, listen to and assess 1% of their customer interactions.