Voice AI in the contact centre: 2021 trends, with Dan Miller, Opus Research

Dan joins us to share his insights on the most important recent developments in voice AI technology and how it's enabling business transformation, as well as some of the emerging trends we're likely to see unfold in 2021.Voice AI is disrupting all kinds of industries and providing opportunities for almost every and any business unit. None, perhaps, has the potential to prosper more than the contact centre.With the potential to automate front end conversations and assist live agents, conversational AI could be the underlying capability that enables organisations to both increase self-service and improve customer experience, while creating operational efficiencies and empowering staff.Dan Miller, Lead Analyst and Founder of Opus Research, has more than his fair share of experience both with contact centre technology and speech technology on the whole. For over 30 years, Dan's been working with and covering voice AI and conversational technologies with a focus on organisational transformation.Linksopusresearch.netFollow Dan on Twitter 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.