Is customer service really servicing the customer if the priority is capturing data rather than understanding the customer?  

Think about the last time you called customer service and spoke with someone who spent more time on data entry than really helping you, or what about a non-profit organization whose support center is manned by volunteers or interns?  Perhaps the customer service agent does not want to ask the customer to repeat themselves and thereby miss out on documenting key information, or perhaps the agent is so busy hearing the conversation for data entry and not listening to the customer's needs.   

Wyser is a 2-year-old start-up using AI technologies to document, in real-time, the voice of the customer. This reduces data entry errors while increasing data accuracy. More importantly, it allows the customer service agent to provide service to the customer rather than risk escalating customer frustration even further.   

Donna, "we are processing data in the most intelligent way to fully use it without someone having to manually look at it.... able to identify patterns and keywords to establish trends and then adapt accordingly."   

Additional topics discussed are:  

 - Shifting into an early-stage start-up from a long career in the industry 

 - Is this value of what you are doing immediately understood 

 - Types of bias in the traditional customer service approach 

 - Cultural challenges in off-shore call centers 

 - Loss of valuable information due to individuals who are slow at data entry