eBook: How to Fix Broken Processes with Conversational Intelligence

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In an ideal world, call summaries will be automatically transcribed and summarised accurately and be stored in the CRM system. This will save agents’ time in the post-call wrap up and will offer any new agents dealing with the customer the ability to provide a consistent service.

However, in reality many businesses have many different solutions, that deal with communication with customers. These could include a call recording system, a workforce management system, agent coaching tools, a knowledge base, analytics and so on.

Conversational data may be separate from transactional data. To ensure that customers and staff get a seamless experience, these will need to be stitched together or integrated, and you could end up with even more broken processes.
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