The AI & Research team at CallMiner is tackling some of the toughest problems in speech analytics with AI - deciphering human conversations. We do this using "Conversational AI" - a blend of NLP, ML, and statistical ingenuity. The goal of the team is to augment the leading Speech Analytics product suite in the industry, Callminer Eureka. The challenge of unlocking business intelligence from billions of examples of human speech requires a multidisciplinary approach, and the best candidates have proven experience in applying ML, technology, and business strategy to discover key insights that lie hidden within our customer's data sets. This role bridges the gap between Software Engineer and Data & Research Scientist and will focus on creating, processing, storing, and refining data features for use in ML approaches relating to speech analytics.

CallMiner, the leading provider of speech and customer interaction analytics, announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalize insights from voice-based customer interactions. "With CallMiner, we will be able to create an even stronger customer experience by analyzing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service," said Basani Maluleke, CEO of African Bank. "African Bank is fast becoming a pioneering data-driven South African organization and our partnership with CallMiner is another part of our journey to make our organization synonymous with data excellence and to enhance our digital transformation. At the core of our data strategy are our customers – to create an inclusive, personalized banking experience for them and we believe CallMiner provides another tool to bring us one step closer to achieving this." CallMiner Eureka leverages artificial intelligence and machine learning to analyze every customer interaction, across all channels, to automatically uncover actionable insights and intelligence that organizations can use to improve business decisions.

CallMiner, the leading provider of speech and customer interaction analytics, today announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalise insights from voice-based customer interactions. "With CallMiner, we will be able to create an even stronger customer experience by analyzing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service," "African Bank is fast becoming a pioneering data-driven South African organization and our partnership with CallMiner is another part of our journey to make our organisation synonymous with data excellence and to enhance our digital transformation. At the core of our data strategy are our customers – to create an inclusive, personalised banking experience for them and we believe CallMiner provides another tool to bring us one step closer to achieving this." CallMiner Eureka leverages artificial intelligence and machine learning to analyse every customer interaction, across all channels, to automatically uncover actionable insights and intelligence that organisations can use to improve business decisions. African Bank will start analysing voice interactions through its three contact centres initially.

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.

Britt argues that artificial intelligence – when used ethically – is positively impacting people when it comes to hiring and the employee experience. He expands further by saying that AI should be used to enhance human capability and help workers improve and grow – not to place a "big brother" monitoring system on them. Digital Journal spoke with CallMiner's Britt about examples of how AI has helped companies develop and retain top talent, simplify jobs, and drastically improve the employee experience. Digital Journal: How is artificial intelligence disrupting business? Britt: If by disruption we mean a radical change in a business, then the most disruptive aspects of AI is the need to rethink existing human-built processes to be AI processes, basically transforming a business from Human-to-Human to Machine-to-Human.

Through intelligent automation, optimum use of artificial intelligence (AI) and an unrivaled understanding of the latest training and professional development techniques, Sitel Group brings a new generation of super contact center associates and with it a new level of customer trust. Often when the subject of artificial intelligence (AI) comes up for discussion within the context of customer experience, the emphasis is on efficiency – how AI is reducing contact center costs or deflecting calls that under other circumstances would have resulted in a low-value direct interaction with a contact center associate. This type of conversation is too confining and fails to recognize the true potential of AI, especially when applied to empower frontline CX professionals. This isn't to say leveraging technology to optimize self-service is a bad thing. Customers demand the ability to resolve simple everyday issues at the moment they occur; and to find the answer to a simple question at the moment they need to ask it, without joining a voice queue and negotiating an IVR.

Customer interactions are a bit like icebergs: while there's a small amount of information – usually what goes into the ears of call center agents – visible at the top, the vast majority of useful information is below the waterline. Because this information isn't recorded or analyzed (or…if it's recorded, it's not analyzed), it's lost. Used properly, this information could be aggregated and used to improve interactions, business processes, products and services. For this reason, many companies looking to gain a competitive edge are turning to customer engagement and speech analytics platforms that use artificial intelligence and machine learning to capture, transcribe and reveal actionable insight from 100 percent of customer interactions: something that would be impossible to do without advanced computing. Artificial intelligence technology company DataRobot was recently tapped by customer engagement analytics company CallMiner for a partnership.

It seems like everyone is talking about artificial intelligence (AI) and how it is effecting our lives at home, at work, as well as how we communicate, shop and consume media. And AI is changing the customer experience! Along with speech analytics, it has the capability to not only process data, but predict insights and drive business decisions, AI will be the cornerstone in the future of customer service for customers and your call center agents. See in our infographic below more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.

Some of us remember a time when devices were not able to respond to what you said verbally, although that now seems a long time ago. Behind all these suddenly loquacious machines, of course, are smart analytics that translate speech into text, text into intent and intent into appropriate responses. To sort out these new tools, Forrester has released its first evaluation, "The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018" (fee required). The research firm noted that it has issued two previous reports on the topic, although this is the first New Wave vendor evaluation. Eleven vendors were identified, summarized and categorized, with descriptions of their AI-powered machine learning and real-time capabilities included.

This is a viewpoint from Scott Kendrick, VP of Marketing at CallMiner. After the debacles that occurred within domestic air travel in 2017, it's clear airlines need to look carefully at their customer service tactics. Unfortunately, airlines often get away with poor customer service due to near-monopolies in some geographies. And this poor service most often hits the economy passenger rather than the high-tiered frequent flyer who receives a markedly different experience. With the increase of social media coverage of customer service incidents, airlines are being forced to address these shortcomings.