Your customers are very literally telling you what they want, what they think about your products and services, and what they think about their experiences with your company. They are doing this, often unwittingly, through conversations with your salespeople, your customer service reps, with each other online, and increasingly with virtual agents.

Up until now, if you are analyzing this data at all, you are likely extracting few insights from it. Indeed, you are probably not even keeping the data.

Enter artificial intelligence.

AI cuts through the complexity of speech, and can bring all relevant, available information to bear. The result is prescriptive insights that are more actionable, accurate and provide insight into a host of new areas that businesses can leverage to improve the customer experience and drive growth. Want to know a customer’s personality and the kind of experience they would like?

Want to know what they really thought about that last customer service call? Want to know what other products they would like, but your sales rep hasn’t mentioned to them? There is an AI algorithm extracting these insights as we speak.

So, what are you waiting for?

There are vendors and a swath of AI-enabled speech analytics APIs ready to help you drive performance in customer service, sales, marketing, product development, brand strategy and elsewhere across the organization. There is an untapped gold mine of insights in conversation data, and AI is the precision mining equipment we’ve been waiting for.

For more information please see my recent report, “Artificial Intelligence Supercharges Speech Analytics.

(This post originally ran on the Forrester Research blog, which can be viewed here).

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access

Kjell Carlsson

Kjell Carlsson

Kjell Carlsson is a senior analyst with Forrester Research.