Generative AI has found its place in many parts of contact centers, helping to provide better customer service in many workflows across countless industries. Using it to automate call transcriptions and improve the accuracy and usefulness of transcriptions, is a welcome evolution for many customer experience (CX) leaders.
Contact center agents are asked to do something most people find genuinely hard: show up emotionally for strangers, all day, every day, regardless of what’s happening in their own lives. And they do it really well — until they don’t.
Even before AI took the tech world (and, really, the world at large) by storm, businesses ran on data. Now that we’re several decades into The Information Age, and with AI hungrily consuming every piece of information we give it, the importance of data in business — and the data analytics that stems from it — has never been higher.
Call quality management in CX has long been a game of random sampling and hoping that the 3-5% of calls captured accurately represent your center's total audience. Historically, however, leaving the overwhelming majority of calls unanalyzed meant their potential insights were simply lost forever.
