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This week’s number is from a conversation I had with Ultracomm‘s Bev Hughes, yesterday.

Their speech analytics exercise for a massive leisure and travel brand demonstrated that 46% of its conversations with customers were comprised of silence or ‘dead air’.

Irrespective of the underlying reasons – which are no doubt busily being investigated – that indicates an awful customer experience. And without the new, machine learning technology-driven abilities to undertake ‘free form’ analysis of speech, text and dialogue patterns – what we’re calling Speech Analytics 2.0 – the client may never have even realised…

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