Prithwi
One, a lot of information is lost, and two, you typically don’t have any action items, even if you catch it post that, you know… so how do you improve on what a particular resource or employee or role is doing there? If they’re supposed… how do you know that they’re improving on particular aspect?
 
Tracey
I think, um… there are lots of uses for conversations to accomplish that.
 
So, by tapping into that information you already have through the phone conversations, you can better understand customer preferences, their pain points and their needs, and then that information can be used to tailor, um… products, services, and I think very importantly, uh… the marketing strategies to better match customer demands.
 
And frankly, I think the obvious one is, uh… automatically monitoring and evaluating calls for quality and assurance purposes.