Typically organizations use crucial voice interactions to extract vital information from customer interactions to measure and improve performance, but there is much more potential in leveraging voice data. The power of voice data in the customer experience goes beyond organizational excellence to relational effectiveness.
NLP gives computers the ability to derive meaning from large amounts of unstructured data like text and recorded speech.
By processing text and conversational data, health providers can classify, extract, and summarize large amounts of data for business and operational insights.
Call centers are a rich source of sensitive personal information, particularly financial information such as credit card details. They are the main channel where customer problems are addressed, and sensitive data are shared. Personal data such as credit card numbers and social security numbers hold great financial value and are often bought and sold on the dark web by cyber criminals.
Many organizations are hungry to understand what customers and prospects think of their brand, products, services, and unique relationship. To this end, organizations are trying to move from reactive responses to negative experiences to proactive real-time action at the time of both positive and negative interactions.