Unstructured data, such as emails, call transcripts, contracts, reports, and more, comprise more than 80% of the data stored by organizations. Locked within this data, which is not accessible by traditional business tools and processes, is the greatest potential to increase customer engagement. This is where your customers directly communicate their unmet needs. Imagine what is possible if you could extract those valuable insights from that data?

Now, with the evolution of large language foundation models, organizations can unlock customer insights and socialize them across the enterprise. The ability to efficiently identify the customer signals is critical to activating a next best action strategy to proactively stimulate the behaviors that increase customer value and that will effectively engage with customers.

Questions:

1: During a customer interaction, how quickly can your organization determine the customer issue and then route the customer to the appropriate resolution workflow?

2: How confident is your organization that it can directly measure whether the customer's issue was resolved to the customer's satisfaction?

3: Are you able to observe and evaluate the complete set of channel interactions related to the resolution of the Customer Task and their impact on customer engagement?