For years organizations have done well-extracting value from structured data sources. But what about the massive amount of hidden value locked away in video, images, audio files, and text files such as emails and social streams? It’s no secret that over 80% of the world’s data is unstructured and continues to grow rapidly — 30-60%...
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Artificial intelligence is transforming contact centers, with technologies like speaker recognition, sentiment analysis and recommendation engines driving operations to new heights of efficiency and customer service. What are the most critical contact center needs that AI can deliver today? Let’s take a quick look at the top-four ways that AI can overhaul your call-center operations...
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Remote customer-service operations once were known as “call centers” because they exclusively dealt with incoming customer telephone calls. However, in the Internet era, call centers have been recast as “contact centers,” able to handle a wide range of communications formats beyond voice calls, including email, text messaging, social media and even video recordings. As these...
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What does the customer want? How’s the customer feeling? What’s the best way to make the customer happy right now? These questions are the reason why companies create contact centers—places where inquiries about customer mood, intent and the proper response are asked and answered. However, the job of gauging callers’ emotions and objectives and determining...
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Veritone is now offering our top radio revenue-boosting applications as a zero-cost bundle. Summary: Radio revenue is down, but it can be recovered by using the right analytical tools. The Radio Revenue Solution gives you free access to Attribute, Discovery and VeriAds. This solution pairs powerful campaign analytics tools with incremental revenue from unsold...
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The agreement with Imagn, a Gannett company, expands Veritone’s libraries of licensable image and video content. Today we welcome Imagn, the nation’s largest sports image wire service and the exclusive content licensing group for the USA TODAY NETWORK, part of Gannett Co., Inc., to the Veritone Licensing library. Imagn will expand Veritone’s library of premium...
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Once upon a time, customer service meant certain things: a familiar face, a friendly greeting and a relationship based on a history of personal interactions. Nowadays, customer service means something very different: a call to a contact center, an anonymous voice on the phone—and a relationship that seems to go back to square one with...
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In Part 1 of this series, we discussed how the complexities of today’s energy grid are creating unprecedented challenges for transmission systems operators (TSOs), distribution system operators (DSOs), equipment providers, energy aggregators, and the communities they serve. These challenges manifest in different ways, such as price volatility and grid unreliability. But at its core, the...
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The amount of content we are creating and consuming is astronomical. This content can be snackable, user-generated short-form to long-form movies and documentaries, episodic series and reality shows, sports, news, and talk shows. The task of viewing even a sliver of what is created in a single day now exceeds several human lifetimes. That’s not...
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Contact centers represent the tip of the spear when it comes to customer interface. However, these centers frequently fail to deliver satisfactory service and responsiveness. To address this challenge, contact centers have leveraged solutions like interactive voice response (IVR) solutions, which require callers to navigate voice prompts and menus to determine their needs. But customers...
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