Speech analytics expands beyond voice

From Speech Technology

“As the year progresses and AI becomes more conversational, I predict 2025 will have more virtual assistants, collaborative widgets for agents, and much more automation for supervisors and management to take all this powerful speech analytics data and use it to train agents, provide faster and more targeted feedback, and personalize customer service on the fly,” says Robert Wakefield-Carl, senior director of innovation architects at TTEC Digital.

In what other ways will the contact center evolve? And what role will speech analytics play? To learn more, check out the article in Speech Technology featuring TTEC Digital's Robert Wakefield-Carl.