Global survey of speech analytics and conversational service automation: Destination 2020
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Customer insights and analytics
Convenience is more of an expectation from consumers than ever before. As the demand rises for relevant experiences that are customized in real time, brands are incorporating elements of artificial intelligence (AI) to meet experience expectations at scale, bolster employee productivity, enable operational efficiencies and ultimately embrace full-scale conversational service automation by 2020.
Sophisticated AI technologies, such as speech analytics, are empowering brands to optimize customer interactions, revolutionize entire journeys and even progress to predict consumer behaviors.
This research features insights from over 400 decision makers on speech analytics to reveal the true business impact of these technologies that enable a path to digital transformation and address immediate customer issues. Given the results of this study, it is strongly evident that enterprises around the globe are on the cusp of conversational service automation “self-realization”.
Download this report for practical strategies that can drive transformational change:
- The migration of speech analytics from point solution to real-time customer journey orchestration
- The new generation of speech analytics: Conversational service automation
- Why speech analytics is becoming a broadly adopted core technology with enterprise-wide impact
- How brands are achieving digital transformation and business outcomes with impressive ROI