Conversational Analytics in a ‘not-human’ conversation to generate a hybrid CX
Whether it's a phone call with a human advisor, chatting with a chatbot, or getting help with text messages, consumers want to talk. This means that companies need better ways to listen. In order to hear and understand what customers are saying at any kind of scale, you need Conversional AI technologies (Speech Analytics) to make sense of and act on the data.
Giovanni Mannarino, Sales and Consultancy Director of Spitch Italy, was speaker at AI Week 2022 bringing Spitch's vision on Conversational AI and Speech Analytics (video in Italian language)