Artificial Intelligence (AI) is the most talked about and mis-understood technology of the last few years. When it comes to Conversation Analytics, AI applies in two key areas. Firstly, AI is used to improve the accuracy of audio-transcription, so the Analytics tools have better data to work with. Secondly, AI is used to automatically find and suggest additional search terms similar to the words and phrases you have created manually to highlight specific topics and insight. I this case, it is used to help train and improve the accuracy of your search models by offering a more full and comprehensive search strategy.
AI that understands the conversation and can easily judge the more subtle but highly important aspects of good versus bad in terms of human interactions only really exists in Terminator films, and that didn’t turn out particularly good for human interactions.
The use case for AI is getting better with every development, but it is a long way from removing humans from a full, effective QA process. We explain more on the state of AI in the field of conversation analytics in our Playbook.