Taxonomy-Driven Event Processing For Intelligent Customer Operations

Monday, November 4: 3:45 p.m. – 4:15 p.m.

Chat or voice conversation between agent and customer can be a black hole. In the modern intelligent customer operations center, interactions between agent and customer are a source of rich information that helps agents to improve the quality in real time, creates more sales, and provides far better analytics for management. This is enabled by taxonomy, speech recognition, entity extractors, and machine learning to classify chats in various ways in a real-time knowledge graph that knows (and stores) everything about customers and agents. Hear how graph-based technology can be used to improve quality of conversations, increase sales, and improve business visibility.