AI’s true value is hiding in your customer conversations
Businesses today are generating more customer data than at any point in history. Every support call, social media post, live chat transcript and community forum thread is a window into what a customer really thinks, feels, and needs.
Yet, for most organizations, most of these insights are never acted on.
Unstructured data, encompassing the conversations, complaints, and unscripted moments that make up the authentic voice of the customer, accounts for an estimated 80% of all available business information.
Further, it has historically been too messy, too varied, too human, and therefore technology constrained to process at any meaningful scale.
The result is a paradox that is quietly costing enterprises: they are data-rich, but context-poor.
This is not a data collection problem. We know enterprises are not short of information. Instead, they are short of the connective intelligence needed to transform that information into decisions that help scale the business to...
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