Post Process

Everything to do with E-discovery & ESI

Software Eavesdrops, then Guides Conversation

Posted by rjbiii on July 14, 2008

I found this article, on Chordiant’s telephony product, interesting:

Chordiant Software has introduced software that can monitor conversations between call-center agents and customers and make recommendations based on customer responses.
Chordiant Recommendation Advisor 6.1 is built on the vendor’s decision management tools that let companies analyze data from many customer touch points, so they can understand outcomes and apply rules to improve each interaction. The latest technology “listens” to call-center conversations and offers agents recommendations on what actions to take.

It would be interesting to research the way in which recommendation policies are stored, and if logs are kept of each transaction.

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