AI Articles and Analysis about Customer service

According to the Consumer Financial Protection Bureau, Americans filed more grievances about debt collections than about any other financial incident. Of the 316,810 complaints received by the CFPB about debt collection in 2017, the most common was, “Continued attempts to collect debt not owed,” which was cited by 39 percent of grievance filers.

Speech recognition is technology that can recognize spoken words, which can then be converted to text. A subset of speech recognition is voice recognition, which is the technology for identifying a person based on their voice.

Telehealth (or Telemedicine) is a growing sector of the healthcare industry which has steadily gained traction and formed a profitable sector, according to Transparency Market Research. The market research firm projects that total US revenue will hit $19.5 billion in 2025 up from $6 billion in 2016.

Virtual assistants operating in response to voice or text interactions have steadily gained traction and formed a profitable sector, according to Research and Markets. The market research firm projects that total revenue will hit $15.8 billion in 2021 up from $1.6 billion in 2015. The firm also estimates that total global consumers will reach 1.8 billion by 2021.

Understanding customer feedback gets harder and harder at greater scale and with a greater variety of channels through which customers can provide feedback. Businesses that seek to better grasp the sentiments of their customers might have to sift through thousands of messages in order to get a feel for what customers are saying about their products or services.

AI could play a major role in the way European insurers do business going forward. It may provide insurers new methods for collecting customer data that offer valuable insights insurers can use to attract and maintain customers.

According to research firm Zinnov, India is the fourth largest geography globally in terms of AI talent pool. Zinnov’s research says India is home to more than 200 AI startups that attracted about $200 million+ funding in 2017. A few major companies that are implementing AI include Amazon, AIG, Equifax, Infosys and NVIDIA - all of which we've covered in depth in our recent "AI in India" research.

Episode Summary: Natural language processing (NLP) has become popular in the past two years as more businesses processes implement this technology in different niches. In inviting our guest today, we want to know specifically which industries, businesses or processes NLP could be leveraged to learn from activity logs.