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Computer vision (CV) is a form of artificial intelligence (AI) that helps analyze facial expressions to detect emotion and level of engagement in video interactions.
The implementation of a CV platform in a call center enables connected computing devices to assess the reactions of both callers and agents as they navigate customer experience issues.
CV technology can also be utilized to aid in authentication and authorization protocols by identifying individuals in a digital image.
Harnessing this technology as part of an emotional intelligence (EQ) platform improves the customer experience by revealing the emotional context driving conversations and outcomes. A database of computer vision-captured interactions allows predictive analysis to detect patterns of human interaction that can improve future outcomes.
Equipped with this data, a call center is able to generate valuable insight into sentiments and engagement based on customer experience interactions occurring in real-time.