Customer interactions are a bit like icebergs: while there’s a small amount of information – usually what goes into the ears of call center agents – visible at the top, the vast majority of useful information is below the waterline. Because this information isn’t recorded or analyzed (or…if it’s recorded, it’s not analyzed), it’s lost. Used properly, this information could be aggregated and used to improve interactions, business processes, products and services.
For this reason, many companies looking to gain a competitive edge are turning to customer engagement and speech analytics platforms that use artificial intelligence and machine learning to capture, transcribe and reveal actionable insight from 100 percent of customer interactions: something that would be impossible to do without advanced computing.
Artificial intelligence technology company DataRobot was recently tapped by customer engagement analytics company CallMiner for a partnership. Under the agreement, CallMiner will leverage DataRobot’s automated machine learning technology to enable more rapid behavioral insight to uncover the intent, sentiment and action drivers in customer transactions. The goal of the partnership is to mine the most critical information related to the customer experience (CX) and for better contact center optimization. Managers, using the analyzed data, are better positioned to make changes on-the-fly to improve operations in real time.
In turn, DataRobot plans to tap into CallMiner’s conversation analytics capabilities to drive better outcomes, such as improving agent effectiveness, increasing customer satisfaction, or recommending the next best sales action to an agent in real time.
“DataRobot has allowed us to accelerate the pace at which conversational intelligence can affect a business’ success,” said Jeff Gallino, CTO and Founder at CallMiner, in a statement. “While we’ve been deploying AI techniques in speech analytics for years, by automating and standardizing through DataRobot, we are drastically reducing the amount of time it takes to build models and deliver insights from conversations.”
By partnering with DataRobot, CallMiner will be able to reduce the time needed to build, deploy, and manage its machine learning models at scale, according to the two companies.
For more information about the Future of Work and how AI will drive the workplace forward into the twenty-first century, plan on attending the Future of Work Expo in Fort Lauderdale, Florida from February 12 to 14, 2020. For more information and to register, visit www.futureofworkexpo.com.
Edited by
Maurice Nagle
