The way companies handle big data analytics continues to change. Today, most companies are relying on AI (Artificial Intelligence) in data analytics. This is a trend that has proven quite effective. If you have ever called a customer help line, you probably have dealt with an AI or your voice has been processed by an AI for the purpose of big data analytics. This post looks at the different ways in which companies are relying on AI to improve themselves.
Wealth of data
When calling customer care for help, you have probably heard the prerecorded message that says, ‘this call may be recorded for quality control and training purposes’. Companies have realized that these recordings contain more valuable data than they thought before. Thanks to natural language processing, better known as NLP, companies have the ability to understand more unstructured data such as phone call recordings. Setting up an AI to listen to these conversations has proven to be a great source of information. Since the field is still expanding, there are many more ways in which companies can use the voice recordings.
Natural language processing has made it possible to automate the system in order to properly direct calls when you speak into your phone. There is no longer need to use exact words or keyword phrases to be routed properly. Thanks to NPL, systems can interpret long strings of words and route a caller to the right department. It is now possible for the NLP to analyze the sentiment, vocabulary and tone of a caller to gauge satisfaction. All this has made data analytics easier and database support even better.
Thanks to the advent of artificial intelligence in big data analytics, predictive analytics are now possible. Still on the example of calling a customer care desk, the system is able to analyze your voice and determine whether you are frustrated, angry or trying to commit fraud. These predictive models can be used to provide valuable insight to help a company identify the best way to handle different types of calls. This insight will help boost the effectiveness of the agents as well as boost customer experience. Companies like Mattersight have come up with an algorithm that analyzes a call and identifies the agent that would be best suited to handle the specific caller based on the personal strengths and past performance of the agent.
Combined with social media
Artificial Intelligence makes it possible to acquire valuable data from social media. For example, the technology can be used to analyze the comments left by followers to determine what they would want the company to do in the near future.
There are so many ways in which AI has continued to transform big data analytics. As technology continues to advance, you can expect to see even more improved data analytics tools and more refined algorithms. It is your duty to keep an eye out for new developments in data analytics. However, you have to note that not every option is ideal for you.