Yes, despite the hype, the truth is that on the ground, probably something like 99% of customer dialog goes left unanalyzed. It's impossible to know for sure, but I'm on the board of some companies in this space, and it's surprising how much unstructured data, like conversations in call centers, is unutilized. That's changing, of course, but not as fast as one might think.
The "AI is not being used to transcribe customer conversation even though that would seem obvious in retrospect" point was new to me at least
Yes, despite the hype, the truth is that on the ground, probably something like 99% of customer dialog goes left unanalyzed. It's impossible to know for sure, but I'm on the board of some companies in this space, and it's surprising how much unstructured data, like conversations in call centers, is unutilized. That's changing, of course, but not as fast as one might think.