Speech Analytics in Customer Service – How to Protect Employees and Customers

In this special guest feature, Piergiorgio Vittori, CEO of Spitch.ai’s U.S. division, explains how speech and conversation analytics help a company improve its service and identify weak points. It can transform the customer experience by providing visibility into the interaction between a customer and an agent, and it is no longer limited to only one channel. Whether chatbot or phone call, once omnichannel conversation data is derived, it plays a role in decision making.