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Key Takeaways
The prevalence of voice analytics has significantly increased due to advancements in cloud computing and AI technologies.
Transcription accuracy has improved, enabling the training of AI systems to recognise industry-specific terminology and acronyms.
Real-time transcription capabilities are now being utilised, providing actionable insights during live calls to enhance customer support.
Quality Assurance (QA) is a primary application of voice analytics, driven by regulatory compliance, such as FCA consumer duty.
Organisations are increasingly using voice analytics for upsell opportunities and improving agent performance efficiency.
Automatic call summarisation is being adopted to reduce agent wrap time and enhance productivity.
Personalisation is becoming critical, allowing tools to be tailored to individual agent strengths and weaknesses.
Innovative use cases include identifying vulnerable customers in real-time and offering im...
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