Transcripts are the new "Big Data" for Contact Centers
Transcripts are the new "Big Data" for Contact Centers and the foundation for "AI". I believe that call transcription that is:
Accurate
Fast
Cheap
is the biggest break through and opportunity in CX in recent years.
It is the building block for:
Conversational AI
Agent Assistants
CX Intelligence (speech analytics, sentiment, etc.)
Operational Intelligence (agent performance)
Automated Quality Assurance
Intent based routing
Custom machine learning models
Sooooo many applications we haven't even thought of yet.