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Your AI is only as good as your data. It may seem like common sense, but according to Tim Sheedy, VP Research for Ecosystm, many enterprises are finding that easier said than done. Speaking at the webinar, “Accelerate Your AI Strategy and Lower Risk with Quality Customer Data,” Sheedy revealed that only six percent of organizations in Asia Pacific believe all their data is high-quality, “AI-ready” data. With the race to AI adoption at full speed, enterprises are feeling the pressure to bring their remaining data into the fold. And that pressure’s coming all the way from the top: at the boardroom level.
“If you look at the focus of boards today, [it’s] about scaling the business more effectively. They want to get growth without the cost of growth,” explains Sheedy. “And they see that AI is going to help them achieve that. That’s why it’s being discussed at senior levels at the moment: because it’s seen as a key driver for organizations to meet their goals.”
Communication data: the missing piece of the AI puzzle
“I believe you’re sitting on the richest data your organization has: your customer conversations,” Sheedy says. “It’s what people are saying about you. It’s what people are asking your organization about.”
If communication data is so valuable, why then is it so underutilized by AI? The answer is simple: most communication data isn’t AI-ready. Often, it’s in a low-quality, unstructured format. Or it’s siloed off internally or by third-party gatekeepers. Either way, for most enterprises, communication data is a glaring hole in the bigger AI picture. It’s data that could be used to perform rich analytics, improve customer experience, train team members and streamline compliance and dispute resolution practices—if only it were captured in an AI-ready way.
Turning communication data into an ROI powerhouse
“No matter where you are in [your AI transformation] journey, first thing is to make sure you’re able to capture the communication data that’s going on in your enterprise and use that to help drive your competitive advantage,” says Erik Johnson, VP Product Management for Uniphore. In his keynote speech, he shared how Uniphore’s enterprise recording software, U-Capture, can help organizations transform that data into a viable AI asset. By following a simple, three-step strategy, he says, businesses can use that asset to drive significant ROI:
Unlock your communication data
Using U-Capture, transform your call recordings, screen recordings and metadata into actionable AI-driven insights. These insights can help you focus your AI efforts on “impact areas” that boost operational efficiency, strategic decision-making and compliance enablement.
Build your competitive advantage
Once you’ve opened your communication data up to AI, you’re ready to integrate it within your broader AI ecosystem. By adding AI-ready communication data to your enterprise data stream, you can drive more robust outcomes—in customer and employee satisfaction, compliance, innovation and more—extending your advantage over your competitors.
Get started right away
Don’t let valuable communication data go untapped. The sooner you empower your enterprise with the tools to capture and prepare this data for AI usage, the sooner you can begin to apply it strategically—and start seeing real, measurable results.
Sheedy shares Johnson’s sense of urgency. “Start collecting that data [now],” he says. “Make sure it’s high-quality data [and] make sure it’s governed. This conversational data is so valuable in so many processes, not just inside your customer experience contact center team but also outside of that team.”
How Uniphore can help
Uniphore’s U-Capture software offers a unique solution to the AI readiness challenge inherent in most communication data. By integrating with an enterprise’s existing data recording platform(s), U-Capture can capture live communication data and convert it into a high-quality, AI-ready format. This enables enterprises to “unlock” data that was previously out of reach of AI, including raw audio files, data siloed off by third-party vendors and more. With U-Capture, businesses gain access to all their communication data, including AI-generated call transcriptions and metadata, with full governance via advanced policy controls (i.e., recording, retention, storage and export). That means enterprises can start transforming their communication data into a strategic asset—and building their competitive advantage—right away.
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See how our enterprise recording solution breaks down data barriers and drives better outcomes with AI.