Research / 13.09.2019

Global Speech Analytics Survey: Destination 2020 – Conversational Service Automation

The fourth edition of Opus Research, a global survey of Speech Analytics & Conversational Service Automation, for 2019 is out. Commissioned by Uniphore, the survey interviewed key decision-makers in Asia, Europe & North America across industry verticals including Banking, Insurance, Financial Services, BPO, E-Commerce, Healthcare, Retail, Telecommunications and Travel & Hospitality.

Report Highlights

• 58% of respondents believe ‘discovering caller intent’ is the next step in maximizing investment from Conversational AI
• 35% of the firms are interested in automating post-call summarization and disposition
• Path towards Conversational Service Automation is being explored across industry verticals