Unlocking Rich Insights from Unstructured Contact Center Conversations with AI, NLP, and LLM Technologies
Are you looking to take your customer experience to the next level? InMoment has just announced the integration of generative AI into its Conversational Intelligence solution, allowing businesses to unlock rich insights from unstructured contact center conversations using AI, NLP, and LLM technologies.
Imagine being able to seamlessly combine data from contact center conversations, online chats, emails, calls, surveys, reviews, and social media to gain a complete view of your customers. With Conversational Intelligence, businesses can now analyze and derive insights from the vast amount of unstructured data that makes up over 85% of a company’s data.
By incorporating generative AI, NLP, and LLM technologies, organizations can improve first call resolution, boost agent performance and retention, enhance customer satisfaction metrics like CSAT and NPS, and decrease operational costs. This innovative solution allows businesses to truly understand the voice of their customers by decoding sentiment, effort, intent, and emotion from actual conversations, not just post-interaction surveys.
InMoment’s Fortune 500 customers have already seen significant improvements since implementing Conversational Intelligence. They have improved first call resolution by 3-5%, increased call analysis from a fraction of all transcripts to 100%, and experienced a 2-5% increase in CSAT.
Key features of Conversational Intelligence include omnichannel Voice of Customer, manager and agent scorecards, automated call summaries and analysis, conversational analytics, transcription services, quality assurance, impact prediction, and strategic services.
If you’re ready to take your customer experience to the next level and drive meaningful business outcomes, consider integrating Conversational Intelligence into your contact center operations. With the power of AI, NLP, and LLM technologies, you can unlock rich insights from unstructured data and gain a deeper understanding of your customers’ needs and preferences.
