Actionable insights from speech data with Nico Perony

When it comes to making customer interactions with conversational AI more human-like, there's often one thing missing. Emotion.We chat to Nico Perony about how OTO.ai is being used to understand emotion and sentiment of users in order for businesses to create more compelling customer experiences.Married with conversational AI, bots can be more sensitive to the caller based on their emotional state and even do things like escalate calls to an agent based on an angry customer response.It's also being used to support agents in call centres to appraise tone and improve how agents speak with customers, as well as in gaming applications to detect abuse and toxicity and escalate occurrences to moderators.There is huge potential for this technology, not only in automating customer experience in a more human-like way, but also to gather insights from customer and staff voice relations and use it to improve the quality of service offered.We also continued this discussion on Clubhouse afterwards. Follow @kanesimms on Clubhouse for more open ended after show discussions.LinksVisit OTO.aiConnect with Nico on LinkedIn Hosted on Acast. See acast.com/privacy for more information.

Om Podcasten

Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.“One of the most consistently insightful and deeply respected podcasts in the industry”Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.