RESEARCH
BY STEVE MORRELL, CONTACT BABEL
ILLUSTRATION PROVIDED BY ADOBE STOCK
FROM HEARING TO LISTENING WHY AI-POWERED INTERACTION ANALYTICS MUST BE ON EVERY CX LEADER’ S AGENDA.
For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in data, most contact centers remain poor in actionable insight.
While every customer conversation is recorded, few are truly analyzed, let alone used to inform enterprise-wide decision-making.
ContactBabel’ s recent report, AI for Business Insights, outlines why this needs to change and how AI-enabled interaction analytics offers a path forward.
10 CONTACT CENTER PIPELINE
WHY THIS MATTERS NOW
Customer expectations are rising, budgets are tight and the pressure to do more with less has never been greater. Yet the majority of contact centers still rely on manual methods to analyze a small fraction of interactions. This approach leaves insights untapped, repeat contacts unresolved and valuable feedback siloed inside the contact center.
AI-enabled interaction analytics offers the capability to analyze 100 % of customer interactions across voice and digital channels to uncover root causes, detect sentiment, identify failed journeys and surface competitive intelligence.
WHILE EVERY CUSTOMER CONVER- SATION IS RECORDED, FEW ARE TRULY ANALYZED, LET ALONE USED TO INFORM ENTERPRISE-WIDE DECISION-MAKING.