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AI behind call center analytics: Using Azure Cognitive Services to improve customer experiences

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Community Manager
Microsoft Dynamics 365 Sales Insights application is now generally available (GA), and Azure customers are using Azure Cognitive Services to draw deeper insights from call center interactions with customers. In this talk we deep dive into how Speech Services, Text Analytics, and Anomaly Detector can be used together to extract information from the content of customer conversations, track call center and agent performance, identify issues in real time, and improve the quality of customer interactions overall. We show how the same extraction pipeline can be used to monitor voice of customer (VOC) across other content streams, as well, including social media, blogs, and customer surveys.

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