Using Speech-to-Text Technology to Structure Unstructured Data

Voice interactions in the contact centre offer an absolute treasure trove of valuable and actionable insights – insights that simply aren’t available via other channels – but many businesses still struggle to actually capture and unlock them. The promise is obvious: These conversations can provide a window into the root causes of customer dissatisfaction while also surfacing opportunities to drive greater operational efficiencies, optimise agent performance, and get out in front of consumer trends. It is against this backdrop that speech-to-text technology is emerging as a transformative tool for CX leaders today.

In this episode, we’re joined by Speechmatics’ Chief Product Officer, Trevor Back and VP of Corporate Development and Strategic Partnerships, Ricardo Herreros-Symons to dissect how this technology works and just why it matters to businesses today.

We dive into:

• The use cases of speech-to-text solutions in the contact centre
• Best practices around implementing and embedding AI tools into an organisation
• How companies using speech-to-text APIs can ensure they’re managing data securely
• What’s on the horizon for this breed of automation-driven technology

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Subscribe to the series on Spotify: https://open.spotify.com/show/4GD1rdZR1yvayRrcdLPHO2

For sponsorship opportunities, reach out to katie.judd@iqpc.co.uk

To register an interest in becoming a guest, get in touch via serece.hannon@iqpc.co.uk

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