Multi-Channel Interaction Analysis
Most enterprises capture customer interactions in their contact centers, adding to the organization’s mass of unstructured data. Analytical views of this data—including recordings, text, email, and chat—create insight into customer value. Autonomy etalk’s multi-channel interaction analysis technology, Qfiniti Explore, enables organizations to automatically organize, categorize, and access contact center interactions based on their meaning. This is made possible through the Intelligent Data Operating Layer (IDOL) engine which reigns in unstructured information so that companies can finally access and manage all of their information, not just the information that fits neatly into fixed databases. This solution uses a unique combination of technologies that employ advanced pattern-matching techniques—Bayesian Inference and Claude Shannon’s principles of information theory—to automatically process information for organization and retrieval.
Many speech analytics solutions are speech-to-text or phoneme-based, which reduces speech patterns to the most basic phonetic elements to determine word and phrase matches. Autonomy etalk’s technology builds on the phoneme-based approach by employing a fundamentally different and unique combination of technologies to enable computers to form a human-like understanding of unstructured information. This serves as a platform for the conceptual and contextual understanding of information in an enterprise. Qfiniti Explore executes an ingestion process that retrieves, analyzes, transcribes, and indexes recordings to allow word/phrase-based searches, conceptual searches, and script adherence matches.
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Autonomy Group Customers
