call_center_ai · ecommerce · workflow
Army & Air Force Exchange Service understands customer interactions with Verint Speech Analytics and Automated Quality Management
Army & Air Force Exchange Service sought to better understand customer interactions and improve service quality for agents and customers.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Speech Analytics deployment
Army & Air Force Exchange implemented Speech Analytics to understand customer interactions.
Tools used
VerintSpeech AnalyticsAutomated Quality ManagementDesktop and Process Analytics
Outcome
The exchange implemented Speech Analytics and Automated Quality Management to better service agents and customers, and enhanced processes through Desktop and Process Analytics.
Grounding & classification
Source type: vendor customer story
15 fields verified against source quotes.
quality inspectionspeech to textcall recordingnamed customertools describedworkflow describedgovernmentretailvendor customer storycall center aiquality assuranceextract classify route