New Forrester report: ‘Speech analytics has found its voice with AI’
The firm’s first evaluative report on this space rates vendors who leverage AI to turn phone calls into action items, voice-of-customer results and marketing opportunities.
Some of us remember a time when devices were not able to respond to what you said verbally, although that now seems a long time ago.
Behind all these suddenly loquacious machines, of course, are smart analytics that translate speech into text, text into intent and intent into appropriate responses.
To sort out these new tools, Forrester has released its first evaluation, “The Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018” (fee required). The research firm noted that it has issued two previous reports on the topic, although this is the first New Wave vendor evaluation. (The company’s New Wave reports evaluate emerging tech, compared to the traditional tech covered in its traditional Wave reports.)