AI

Lockdown and COVID: how will it all end?

In conversation with Chantal Constable from CGI. We discuss the end of lockdown for business and our ways of working. This pandemic all started suddenly, with a bang, however, a quick return is looking unlikely and we need to think (plan and invest) over a longer time horizon now. See the full interview and find out more about CGI -> Here.

Augmented Intelligence

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In conversation with Jonathan Drechsler, head of business development at Recordsure. In this clip Jonny explains what speech analysis can and cannot be used for. It is all about identifying areas of risk, for further investigation or human interaction (to mitigate risk), rather than solely automating processes. As such it offers a tremendous opportunity to focus limited time for reviews on the most important cases across the entire customer base, not just a limited sample.… Read more

Helping frontline staff

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In conversation with Jonathan Drechsler, head of business development at Recordsure. Here Jonny discusses how speech analysis for QA is more than just monitoring compliance. It also allows for greater efficiency, enabling the team to focus on the interaction itself in as much as recording what has happened. See the full interview and find out more about Recordsure -Here.… Read more

Right channel comms

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In conversation with Jonathan Drechsler, head of business development at Recordsure. Here Jonny discusses how financial services are thinking about communication channels as an ecosystem these days, it is all connected. Linking this all together in an omnichannel approach offers a tremendous view of the customer, however, is about using the right channel at the right time for the type of information needed. See the full interview and find out more about Recordsure -Here.… Read more

Understanding conversations

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The full interview with Jonathan Drechsler, head of business development at Recordsure. Jonny and I talk about some of the recent developments in speech analysis and how this is starting to transform customer contacts and compliance. Larger datasets are now increasingly available that can monitor customer interaction at all points along the customer journey. It allows multiple conversations to be linked and more contextual information be used to analyze each call. It can all lead… Read more

Realtime desires vs reality

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In conversation with Jonathan Drechsler, head of business development at Recordsure. In this clip Jonny discusses real-time, and why true real-time monitoring is more nuanced and complicated than it may first appear. It all comes down to understanding the entire context of the conversations and in fact even multiple conversations to make an assessment… this is possible with near real-time and a capability that is increasingly being looked at from a regulatory point of view.… Read more