💡Problem Statement

Our challenge is to augment human intelligence with generative AI services by providing insights & actions without relying on a team of data scientists and developers.

The primary challenge in modern customer experience and contact center operational teams is efficiently managing and interpreting the vast quantity of customer interactions and the related data. Traditional methods, reliant on manual input by agents or operation teams, are slow and inefficient, unable to meet the demands for swift and effective customer service. There's a pressing need for an automated system that can quickly analyze these conversations and provide useful insights without heavy reliance on data science and engineering teams. This would boost customer service, agent productivity, and overall operational efficiency.

While adopting generative AI for customer experience and contact centers shows promise in addressing these issues, its integration is complex and fraught with risks. It demands significant customization to meet specific industry requirements, company use cases, and unique data characteristics. This customisation, crucial for generating relevant insights, requires extensive effort from data science and engineering teams, making the rapid and efficient application of AI in conversational analysis a challenging endeavour.