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A neural network is a type of artificial intelligence that uses several small decisions to make one big decision. The neural network would generate several scores on agent performance and customer engagement. The best part about analyzing conversations is the sheer amount of available data, especially when speech analytics converts audio into text files, emotions, sentiment and more. The final learning is investing in educating in educating stakeholders to build more neural networks, which can be achieved by improving the quality of customer service and customer satisfaction, says Daniel Chae.