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IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employeeengagement.
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled qualitymanagement (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
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