AS DIFICULDADES QUE EMPRESAS POSSUEM PARA EXTRAIR ANÁLISES ASSERTIVAS DA CONVERSAÇÃO DE VOZ PARA TOMADA DE DECISÕES

Abstract

This article describes and analyzes technologies within data science. Since the focus is to delve deeper into the data that is generated through voice conversation, showing how speech analytics can be a strong ally for companies that need to identify customer difficulties and pain within what is said on voice channels, this will enable companies to take measures to improve the customer experience. And to show a solution, several contemporary technologies will be presented such as data analysis, big data, artificial intelligence and the use of the cloud, so that through these technologies a methodology is presented that uses all these concepts. This methodology will be able to identify all the conversation that is being spoken within the communication channels and will generate analysis for those responsible for decision making within the company, this will make it possible to draw strategic plans and mitigate failures that occur within the conversation flow.