Customer service organizations need AI and automation solutions to deliver efficiencies while also ensuring they understand the customer's voice. A new state-of-speech-analytics report, published by Opus Research and Uniphore, reveals enterprise interest in more transformational business applications, which go beyond typical speech analytics. The four-year tracking survey, which covered 400 decision-makers in customer experience and contact management centers, identified Conversational Survey Automation (CSA) as an emerging and highly valued category of solution for enterprises. CSA leverages artificial intelligence to improve resolution rates while reducing handle time for customer queries, according to Uniphore. It is built into a real-time analytics platform, which already provides actionable insights for human agents.