Conversations That Matter, a podcast from Uniphore

Vijai Shankar from Uniphore shares what capabilities are needed in an automation platform - AI, NLP and RPA.

In this episode, host Randy Ksar interviewed Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call work.

After-call work is the work that call center employees must perform after each call, which ballparks at 2.5 minutes per call. Imagine how much the entire process would improve if we could reduce that by just 30 or 40% with more automation!

In this episode, I interview Vijai Shankar, Vice President Product Marketing & GTM at Uniphore, about the role of automation in after-call work.

What we talked about:

The burden of after-call work

How automation enhances agents and the customer experience

Transcription engine and summarization — keys for future efficiency

Check out this resource we mentioned during the podcast:

Uniphore’s Buyer’s Guide: Choosing the Right Solution for Automating After-Call Work

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