DALLAS, April 29, 2024 /PRNewswire/ -- Talkmap, the
leading generative AI platform for contact center Conversational
Intelligence used by some of the largest mobile service providers
and financial services institutions, is thrilled to announce the
release of version 8.3 of the Talkdiscovery platform. Talkdiscovery
8.3 revolutionizes the way businesses understand and engage with
their customers, providing a comprehensive suite of tools designed
to drive growth, enhance customer satisfaction, and streamline
operations.
Based on two years of research and feedback from customers,
Talkmap has updated its patented self-supervised generative AI
platform to improve the quality of enriched conversations as a data
source and to set the stage for a future release in 2024 that will
allow contact center managers and data scientists to create or
utilize a library of customizable generative AI tasks. In this 8.3
release, customers can immediately take advantage of the improved
generative AI platform features including Conversation Summaries
and Contact Intents.
Contact Intents is a new conversation level data attribute that
gets generated for each conversation. While the concept of a
conversation level goal has been part of our underlying
conversation model from the beginning, the 8.3 release enables it
to be a stand-alone data attribute that identifies the main theme
(e.g. the true driver) of the interaction with the
contact center. This innovation is a game-changer versus
other approaches because for the first time ever, enterprises now
have transformational, real-time visibility into their customers,
including the 'silent majority' of core customers who don't engage
with VOC or other survey attempts. While the platform still
identifies all turn-level customer intents (the 'agent+customer
interactions'), this new attribute provides better accuracy than
the previous method, including a high-level view of how customer
intents change over time.
While Conversation Summaries have been supported by the
Talkdiscovery platform for several years, our customers wanted them
at a quality level the marketplace had never seen, so we developed
it. Our research team built an evaluation framework that solves the
challenges of existing summary benchmarks, which do not address the
specific needs of conversation summaries in a contact center
context. We used this evaluation framework to select the right
generative AI LLM, tune the prompts, and evaluate the outputs.
Talkmap's ongoing development efforts will continue to refine the
framework and the Conversation Summary output as LLMs continue to
improve in quality, size, and efficiency. Conversation Summaries
will ultimately become part of a "task library" in a future release
that will allow customers to further refine and customize summaries
to their specific needs.
"At the end of the day, Talkmap exists to make it easier for
contact center leaders, managers, data scientists, product owners,
and marketers to do their jobs. It's been rewarding to see how our
customers have used this rich data source to accelerate time to
value and to have the insights they need to make more important
decisions faster and in a more qualitative manner. Long gone are
the days for our customers where they have to search for and listen
to calls or read transcripts to find, validate, or guess at
quantification of singular opportunities, one at a time…they now
have ongoing, real-time visibility across all call drivers via an
accurate, quantified visualization of 100% of their organization's
conversations, where they can quickly drill into any specific
topics for summarized, granular-level details and analysis.
I'm really excited to see how customers will be able to go even
faster and deliver significant financial benefits with some of the
new generative AI co-pilot and agent features we're adding to
future releases. All the patterns of how customers buy, are
satisfied, and leave are there in the data. It's an untapped gold
mine of information for companies and I can't wait to see it get
unlocked," said Jonathan Eisenzopf,
Founder & Chief Strategy/Research Officer.
"We are excited to unveil Talkdiscovery 8.3 which represents a
significant milestone in our ongoing mission to empower businesses
with real-time, actionable insights derived from the single-most
valuable untapped asset in every organization…conversations with
their customers…about things so important, they stopped their busy
lives to contact them," said Myron
Prevatt, Chief Product Officer at Talkmap. "Our customers
are already achieving transformational value from the Talkmap
platform, including increased revenue, reduced costs, and
improvements in their customer experience that will continue to
fuel growth and reduce attrition. The enhancements introduced in
this release underscore our unwavering commitment to delivering
unparalleled value and efficiency to our customers."
For more information about Talkdiscovery 8.3 and to explore its
groundbreaking features, visit Talkmap.com.
About Talkmap
Talkmap's generative AI platform turns
100% of customer conversations into customer experience (CX)
insight in real time, transforming operations, CX, automation,
& profitability. Talkmap's specialized AI enables companies to
immediately leverage the most powerful benefits of AI with secure
& accurate results trusted by the world's largest brands.
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SOURCE Talkmap