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:

1. Accurate

2. Fast

3. Cheap

is the biggest break through and opportunity in CX in recent years.

It is the building block for:

1. Conversational AI

2. Agent Assistants

3. CX Intelligence (speech analytics, sentiment, etc.)

4. Operational Intelligence (agent performance)

5. Automated Quality Assurance

6. Intent based routing

7. Custom machine learning models

8. Sooooo many applications we haven't even thought of yet.