In the telecommunications industry, artificial intelligence already plays a lead role for marketers. For example, VoIP platforms are using IBM’s Watson to gather deep insights about callers and conversations. This data is then used to enhance and personalize the customer experience.

Inbound phone calls are a rich source of data for any company, and they are easier to mine and analyze with AI. For example, Watson transcribes conversations and converts them to text. The text can then be analyzed by software programmed to identify certain phrases and words designated as signals indicating actions. For example, the phrase, “what’s your warranty?” might indicate an intent to purchase.

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