LLMs deliver compelling insights to improve CX and business operations.
Embedded in every conversation or interaction with a customer are valuable insights that CX and business leaders should cultivate to improve everything from product innovation to operational efficiency to customer satisfaction.
Today, only 50% of companies are using interaction analytics products to uncover, analyze, and/or act upon that data, according to Metrigy’s CX Optimization 2024-25 global study of 544 companies. This figure will continue rising as generative AI-powered analytics deliver information and recommendations that ultimately drive a very quick payback.
Here are just a few areas of measurable value with interaction analytics:
- Contact center supervisors can understand how agents are performing and what deficiencies require hands-on coaching or AI-based training.
- Technology analysts can analyze which interaction channels, applications, or services are correlating with the highest and lowest customer satisfaction—and adjust deployments as warranted.
- Sales leaders can rely on the analytics to evaluate word choices, time spent listening vs. talking, length of conversations, sentiment, and more to more accurately place opportunities in sales pipelines. They also can use the information to coach salespeople and teams to help improve close rates.
- Product managers can interact with the analytics interface to determine updates and revisions that will meet customer demand and have the most impact on revenue and customer satisfaction.
- Any business leader can rely on the analysis for operational efficiencies—frankly, anywhere in the organization as both vendors and businesses get more creative in how they deploy the products.
Far-Reaching Market
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