Brands may identify areas of high consumer effort and identify specific measures that can be performed to increase customer engagement and happiness using post-call Speech Analytics. For instance, if customers frequently contact live agents after being unable to execute a specific job on the brand's website or app, this knowledge may be leveraged to enhance self-service capability, boosting customer happiness and generating efficiency for the business. The capacity of self-service solutions, including chatbots, to contain customers inside the self-service channel and avoid the need to escalate to more expensive live agents can be improved with the use of post-call Speech Analytics.
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