Are you listening? Are you paying attention?
Do you ever think these thoughts when you are talking to your bank? How about your mobile operator when you are negotiating for better rates as they try to get you to renew your subscription?
The video clip from the movie, Wayne’s World, is hilarious but the frustration it brings for you and me when you are talking to somebody whose job is to listen to your needs is both frustrating and infuriating.
While an old, natural Language processing (NLP) may be reaching a tipping point of enterprise use with the entry of conversational analytics.
Gartner says conversational analytics takes the concept of NLP a step further by enabling such questions to be posed and answered verbally rather than through text. Gartner predicts that by 2021, NLP and conversational analytics will boost analytics and business intelligence adoption from 35% of employees to over 50%, including new classes of users, particularly front-office workers.
FutureCIO invited Wee Tee Lim, regional sales director at LivePerson, to a podchat session to understand how advances around conversational analytics may finally help stop the frustrations caused when two parties in a conversational are talking but nobody is listening.
Customer engagement today is delivered over multiple channels (media) in addition to voice. These include instant messaging, email, in-app push and social channels have become popular in recent years. Combined these add complexity to the engagement challenge further distancing leader and laggards when it comes to customer engagement.
Key points raised during the discussion:
What exactly is conversational analytics and what is the business problem it is trying to solve?
Wee Tee Lim: Conversational analytics is the ability for consumers and brands to connect via a conversation, this could be large enterprises or small and medium-sized companies, that enable any time/any place conversations through a messaging platform of a consumer's choice.
Gartner said by 2020 50% of analytical queries will be generated by search, NPL or voice, or will be automatically generated. What is your understanding of this prediction?
Wee Tee Lim: Gartner is saying that more and more enterprises will be relying on automation tools whereby a conversation can be handled by a bot agent which is essentially a virtual agent as opposed to a human agent.
What kind of technology and process integration needs to happen, or do I need to deploy for my organisation to benefit from conversational analytics?
There are available easy-to-use techniques to migrate traditional customer journeys into digital customer journeys. We need to integrate the front end (like mobile apps) to the back end (systems like CRM). There is also the people component. We need to ensure that the operations and the skills required to operate conversational AI are ready from an organisation standpoint.
Click on the podchat player and listening to Wee Tee’s responses on how conversational analytics is becoming an invaluable tool in customer engagement.
- What is conversational analytics? What business problem is it trying to solve?
- Gartner said by 2020 50% of analytical queries will be generated by search, NPL or voice, or will be automatically generated. What is your understanding of this prediction?
- What does conversational AI enable?
- How will this impact organisations, particularly those currently in some form of DX initiative?
- Can you get meaningful value from deciphering conversations – without violating personal privacy?
- To what extent do you see conversational analytics becoming part of an enterprise-wide AI deployment? When will this happen or what needs to be perfected to make this viable?
- How does a brand introduce conversational analytics into their existing processes? What kind of technology and process integration needs to happen for the benefits to be gained?
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We invite you to submit your ideas on topics you’d like us to cover on the next episode of PodChats for FutureCIO. Please email us at [email protected].
