Learn more about interaction analytics with our selection of white papers 

Simply fill our your name and email address for the paper or papers you are interested in, click on download and the document will open.

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This paper outlines how the latest in AI/machine learning can help optimise
'live chat' channels to improve the speed of resolution, provide more relevant
responses and streamline the chat optimisation process.

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AGENT EMPOWERMENT: Replacing CSat pressures with AI

How AI and machine learning is improving live chat

This paper sets out the key issues affecting the use of CSat surveys in contact centres and suggests ways that customer agents can be empowered by, and more fairly measured by, the use of AI.

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Machine Learning can be used in text analytics to classify text based on
'concepts' rather than using keywords and rules. This paper shows the
differences between these two techniques with a real case study and dataset.

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BRINGING MODELS TO LIFE

You can't just build a training set of data and then automate, you need to keep feeding training data to keep the models up to date and prevent model degradation.

CONCEPTS VS KEYWORDS

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This paper aims to give a broad overview of the current state of  predictive Analytics, the various common techniques and their applications and limitations. 

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PRACTICAL PREDICTIONS Predictive Analytics for Everyone

How to extract timely and valuable insight quickly from disparate, dirty and unstructured datasets, without the need for an army of data scientists.

Turning Predictive Analytics from a Project into a Product

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