Overview
Discover how the rise of generative AI helps contact centers uncover valuable insights from their interaction data in a fraction of the time and effort.Delivering standout customer experiences requires businesses to understand how each interaction affects the customer journey, yet few businesses have a firm understanding of its impact on their CX initiatives. Aberdeen’s research shows only 35% of companies are fully satisfied with their ability to use data for CX programs. Hidden within the massive amount of unstructured data contact centers generate from their interactions are insights that can drive improvements across the business including:
- Improved CX initiatives
- Increased CSAT
- Lower average handle times (AHT)
- Improved first-contact resolution (FCR) rates
- Higher revenue
- Improved self-service
This eBook highlights how the rise of generative AI technology has transformed conversation analytics programs, providing more accurate and faster insights at scale. Now traditional manual analytics category creation can be automated, delivering better, more complete data structures. Read this ebook and learn how NICE’s Interaction Analytics Topic AI Editor can:
- Automatically structure and analyze 100% of interaction data using generative AI and 30+ years of industry-specific CX data
- Align your data structures around specific organizational terminology
- Surface more accurate insights automatically in less time with no expertise needed
- Operationalize insights across the business
