Video - HomeServe: Speech Analytics Business Improvements Story

HomeServe’s vision is to provide effortless customer experience. The deployment of Speech Analytics helped them to achieve that.

In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.

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Solution

Intent Capture & Analysis

Why are customers calling you? You’d be surprised. Intent Capture and Analysis (IC&A) uses Google Cloud’s Contact Centre AI to find out why customers are getting in touch – giving you rich insights to help shape your automated service.

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