In this Intel on AI podcast episode: Every customer call is an opportunity to gain information about customer preferences and pain points. Yet capturing and structuring call data can be a very slow, time, and compute intensive process. On this episode of Intel on AI, Yishay Carmiel founder of IntelligentWire (an Avaya Company), comes in to talk about the Avaya Conversational Intelligence platform that is helping to transform customer experiences through improving agent productivity by reducing contact center after-call work. The platform instantly captures and analyzes customer conversations, transcribing spoken words into a machine-readable format while providing instant sentiment analysis and flagging important actions to be taken by the service agent. Yishay explains how the Avaya Conversational Intelligence platform utilizes speech recognition, natural language processing (NLP), and data analysis to provide enterprises with invaluable detail. He also describes how the growing number of contact centers utilizing this type of solution is rapidly growing and the need for real-time insights provided by the Avaya Conversational Intelligence platform is imperative in improving customer experience.

To learn more, visit: avaya.com

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