AI and Real Time Speech Analytics Can Reshape the Contact Center
The business press is awash in articles proclaiming the revolutionary impact of artificial intelligence (AI) and speech analytics (SA) to reshape how humans interact with computer systems. However, those grand proclamations typically lack near-term applications that would support such a position. The good news is that we are starting to see real world implementations and the benefits of applying AI to customer interactions in the contact center space in real time, and those deployments are showing measurable hard dollar payoffs.