One of the most powerful applications of AI is its ability to derive intelligence – from customer conversations, agent performance (human and AI), interaction outcomes, and more. Regardless of the interaction channel in use, AI can synthesize and summarize multiple data points from real-world conversations and provide actionable recommendations.

That’s powerful. In fact, more than 90% of IT, CX, and business leaders say conversation data is the most vital or among the most vital data available in their companies. It’s no surprise that 84% of these leaders think it also should be part of C-suite dashboards for decision-making, according to Metrigy’s AI for Business Success global study of 1,104 companies.

Join Metrigy CEO Robin Gareiss for research-backed recommendations and an insightful look at what how workforce intelligence can improve business metrics for employees, customers, and the business overall. In this session, you’ll learn:

• What drives dramatic business outcomes in areas such as customer satisfaction, revenue, cost reduction, and agent attrition rates when companies act on workforce intelligence?
• How does workforce intelligence improve supervisors’ ability to measure quality and improve agent performance with more targeted (and automated) coaching?
• How is this information being used already in other areas of companies to drive better employee performance and satisfaction?
• Why does analysis of customer and agent sentiment help fuel loyalty, while contributing substantially to overall company success?