What’s So Hard About Conversational Analytics?

In this webinar, David Attwater, Senior Scientist at Talkmap dives in to the intricacies of conversation, honing in on the unique nature of contact center conversations and their related analysis.

In the webinar we answer questions such as:

  • How do conversations actually work?

  • What makes contact center conversations unique?

  • Why is the current approach of word pattern search so limited?

  • What is the potential of Gen AI to revolutionize conversational analytics?

Who Should Watch

  • Heads of Customer Experience

  • Heads of Customer Service

  • SVP/VP Digital Experience

  • Anyone wishing to improve their firm’s CX

Our speaker: David Attwater, Senior Scientist, Talkmap

David has over 30 years’ experience in the application of voice technology to enterprise solutions, with an international reputation as a voice technology researcher and designer.

David’s expertise spans a range of language technologies, from core-technology to customer experience. As a voice user interface designer David spends many hours working directly with end-users to understand how to use conversational technologies to match user needs and behaviors.

David is also senior technical advisor to the Open Voice Network (OVON), helping to lead the work on creating standards for interoperability of conversational agents.