Heard on the Street – 11/1/2022

We will soon see call centers and other phone-centric businesses start to leverage voice AI to bring new levels of meaning and structure to business conversations in real-time. This will involve AI technology that simultaneously structures and tags key topics and entities from which it can infer the speaker’s meaning and intent. So — for example — if a customer tells the agent: “I’d like to ship this item back”, the transcription system will understand and automatically tag this as a request for a return/exchange.