In the search for first-party data to better inform marketing campaigns and business decisions of all kinds, intelligence is an area worth exploring. The use of machine learning and AI technology to capture, analyze, and even visualize data from customer calls on a large scale brings significant improvements in understanding. the organization about what it serves - and what customers really need. Intelligence adds a scientific layer of data to call for surveillance analysis. It brings retailers far beyond a simple metric of the number of people called to and from the channel to answer complex customer behavior and questions of intent such as:
What are the trends in our customer behavior, motivations and desired results? How can we improve the customer experience in the most meaningful way? What are the topics and questions on the minds of our customers? What are the results of whatsapp phone number list customer service employee relationships? I recently had the opportunity to speak with Dee Anna McPherson, CMO at Invoca and an expert in the field of intelligence. In this interview, you’ll see emerging trends in call monitoring and analysis, how vendors use the data collected through conversation intelligence, and when it should be. will be on your radar as you plan for the coming year.
Mc Pherson shared tips to help brands take advantage of this technology and how to use AI call analytics in a variety of industries. Trend of noting phone calls and spying on conversationsMiranda Miller: "Are there any exciting trends or technological innovations in the field of call monitoring and surveillance that vendors should be looking at this year?" Dee Anna McPherson: “The biggest trend in intelligence we’ve seen is being used more during the shopping journey, especially in improving the efficiency of communication centers.