Customer service interactions are changing rapidly, and businesses turn to automation tools trying to improve efficiency and customer satisfaction. There are a variety of automation options that are being tested and tried, some with impressive results. The innovation of using automatic summaries for conversations can prove to be a game changer for both customers and...

In the dynamic realm of AI and Software as a Service (SaaS), particularly for tools specialising in conversational analytics, providing comprehensive support and training to users is crucial. This is where a well-maintained Knowledge Base becomes invaluable. With a focus on e-learning, our Knowledge Base offers a centralised repository of information. This empowers users to...

Companies, no matter if large or small, always strive for efficiency and one way of doing that is via customer service optimisation. With the variety of customer service channels, we understand that every conversation can be a cost and an opportunity. Optimising how we speak to our customers and where we communicate with them can...

Data analysis must always consider privacy needs and regulations. Customer conversations with customer service hold quite a lot of personal data. Therefore, conversation analysis options may be quite limited unless technology is used for data masking or some other method of anonymisation.   Good quality data masking has been a must-have solution for a few of...

In our previous post we listed some reasons why manual call center quality assurance is a thing from the past. Call center analytics and using technology to make the most of the available data is where we are now moving to. Technological improvements have given rise to automated call quality grading systems. To analyse calls...