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Contact centers serve as vital hubs for customer interactions, offering support, handling inquiries, and resolving issues. Analyzing these conversations can provide valuable insights into customer needs, pain points, and overall satisfaction levels. However, the sheer volume of interactions often overwhelms traditional analytical approaches, and may only result in surface-level insights, or an approach that is not scaleable or repeatable. To address this challenge, Call Journey CI has leveraged AI-powered models capable of not only analyzing customer conversations but also identifying root causes of contact and dissatisfaction. This article gives an ovrerview overview of the architecture and methodologies behind the solution, emphasizing its ability to classify calls into relevant groups using generative AI. |
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