A major telecom provider in Scandinavia relied on a manual quality assurance process for years, constantly spending time and money on evaluating customer service calls. This system was slow and labour-intensive, and quality managers could only review 10 calls per agent per month. This was nowhere near the number of total conversations that were happening...

Customer service interactions are changing rapidly, and businesses turn to automation tools trying to improve efficiency and customer satisfaction. There are a variety of automation options that are being tested and tried, some with impressive results. The innovation of using automatic summaries for conversations can prove to be a game changer for both customers and...

In the dynamic realm of AI and Software as a Service (SaaS), particularly for tools specialising in conversational analytics, providing comprehensive support and training to users is crucial. This is where a well-maintained Knowledge Base becomes invaluable. With a focus on e-learning, our Knowledge Base offers a centralised repository of information. This empowers users to...