Voice interactions within the contact centre represent an invaluable source of actionable insights, a veritable treasure trove that remains elusive through alternative channels. Despite this potential, many businesses grapple with the challenge of effectively capturing and leveraging these insights. The inherent promise lies in the ability of these conversations to unveil the underlying reasons for customer dissatisfaction,
pinpoint opportunities for
enhanced operational efficiencies,
optimise agent performance, and
proactively address emerging consumer trends. Against this backdrop,
speech-to-text technology is emerging as a transformative tool for today's CX leaders.
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
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
Follow us on LinkedIn: https://www.linkedin.com/company/ccw-europe/