VoiceBase Unlocks “Big Voice” To Deliver A Better Customer Experience

One of my co-workers, Devin Rader, had a fantastic quote about the old “data-driven” trope that I will paraphrase and potentially butcher. He said “Data doesn’t drive that car, I’m driving the car, but it’s definitely riding shotgun.” Data can tell you a whole lot, but there’s an intractable gut instinct and a human element that factors into the business decisions you make.

When a customer calls a business that’s using  VoiceBase, that business can use predictive insights (powered by machine learning) to detect and execute complex events. What’s that mean in plain terms for the customer? It means they don’t have to get tossed around a phone tree repeating the same information over and over. It means the customer service agent can see contextual information about the customer’s previous calls that he or she can learn to deliver a better support to the customer.  It also means that you get the right call to the right person easily and programatically.
Here’s how that works: