How to drive quick ROI in your conversation intelligence program
Learn how to manage the rollout of an AI-powered conversation intelligence solution to maximize ROI in the first 90 days.
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CallMiner Product Marketing Team
September 20, 2023
By Brianna Van Tuinen, Sr. Product Marketing Manager
Conversation intelligence enables organizations to gain an intimate understanding of their customers' needs, preferences, and pain points, as well as where frontline agents are or are not meeting those expectations. With the emergence of generative AI solutions, the conversation intelligence playing field has been leveled to a certain degree. Every day, the CallMiner team is talking to organizational leaders who are curious if they could harness large language models (LLMs) to build their own in-house conversation intelligence platform.
Building an in-house solution grants organizations some amount of freedom to shape it to their objectives and requirements, and GPT makes the effort seem deceptively easy, but it's ultimately harder than most anticipate. Innovation with LLMs and generative AI is just taking off — and unless you have the right team thinking about this day in and day out, you’ll likely be left with a less than desirable in-house conversation intelligence solution, while your competition licenses superior solutions for less.
Here are some key factors to consider:
Considering these complexities, building your own in-house conversation intelligence solution using LLMs can be a substantial undertaking – both in human resources and in cost. It requires addressing various technical, ethical, and operational challenges and having a multidisciplinary team with expertise in machine learning, natural language processing, software development, and domain-specific knowledge. The development effort can range from several months to years, depending on the complexity of your project and the level of customization required, extending time-to-value.
With many conversation intelligence solutions on the market today that are incredibly advanced in their application of GPT and LLMs, organizations must carefully evaluate the intricacies of building in-house solutions against potential benefits to determine the most suitable path forward in today’s dynamic conversation intelligence industry.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.