by Angela Guess
A recent press release reports, “Invoca, the call intelligence company, today announced it is embedding IBM Watson cognitive computing technology into its Voice Marketing Cloud to help marketers analyze and act on voice data in real time. By integrating Watson’s artificial intelligence directly into Invoca’s platform, marketers get deep insights about callers and conversations, which they can use to enhance and personalize the customer experience.”
The release goes on, “Modern marketers are recognizing the need to use artificial intelligence to gain insights from large volumes of data, such as unstructured voice data, to better serve their customers. Forrester predicts that in 2017, ‘investments in AI will triple as firms work to convert customer data into personalized experiences.’ Inbound phone calls are an underutilized data resource for marketers as they seek to understand, meet, and even predict the subtlest of consumer needs and intents. Data gathered and leveraged with the help of machine learning can help marketers improve the customer experience, such as delivering a personalized email or display ad in real time, based on buyer intent or preference conveyed during a phone call.”
It continues, “By tapping into Watson to analyze unstructured voice data, Invoca offers companies an entirely new layer of insights that can be quickly and easily captured, analyzed, and put to use. Invoca uses the Watson Speech to Text API to transcribe phone conversations into text, which Invoca analyzes to reveal any insight that might be relevant to the marketer or their business. During the conversation, audio streams through Watson in real-time, transcribing the conversation and documenting the time any word or phrase is spoken. Invoca’s proprietary algorithms then identify keywords and phrases that marketers classify as ‘signals’ for specific actions, such as intent to purchase.”
Read more at PR Newswire.
Photo credit: Invoca