November 5, 2019

12:45 PM  -  1:30 PM

In this expert session, multi-year winner of the CallMiner API Innvoation award, Pulkit Jain, will share how Midland Credit Management is extracting, manipulating, and analyzing data outside of Eureka Analyze. In this session Pulkit will review what data they pull and what they do with the data leveraging Power BI and other tools to deep dive on collection rates, including mapping the Call Genome to optimize results.

1:30 PM  -  2:15 PM

Learn how to track emotion in contact center conversations and truly listen to the voice of your customer. Review what you can do in Eureka today and get a sneak peek at AI techniques we are exploring for the future. Discover how the research community approaches verbal and non-verbal expressions of emotion.

2:30 PM  -  3:15 PM

In this expert session, Jeremy Schaffer of Shellpoint Mortgage will walk through how the team has used speech analytics to successfully identify phising scams, reducing fraud and ongoing attempts. This session will not only cover the Shellpoint business case but will also offer the opportunity to explore how to achieve similar successes within your organization.

3:45 PM  -  4:30 PM

To represent the voice of the customer, we need to really know our customers! Not just who you are, but your goals and your initiatives. In this interactive session, we want input from expert users focusing on your expanding use cases and how we can improve your productivity and experiences within our platform. Please join our Product Management team to enhance our user’s personas and provide product feedback.

November 6, 2019

10:35 AM  -  11:20 AM

Better understand the gaps in individual call flows within your contact centers with the power of CallMiner Speech Analytics.

Cris Kuehl, VP, Analytics & Client Insights for Sitel Group, demonstrates how his team leverages CallMiner to better understand the breakdown of call types and the different paths taken within their contact center. With this improved understanding of the individual call flows, Cris’ organization has driven improvements in agent behaviors, enterprise processes and more productive outcomes for their clients’ customers.

11:20 AM  -  12:05 PM

How many AI’s does it take to screw in a light bulb? Join the AI/Research team in a frank discussion about the challenges facing champions of implementing AI- fueled speech solutions into real-life call-center processes and organizations. Is your call-center and company data-driven, data-centric, or even data-aware? If it was available on store shelves tomorrow – Is your call-center even prepared to take advantage of an AI prediction? Will they trust it – or more importantly, who will likely not trust it? Our AI team shares what they’ve learned and what you can do to start making AI-fueled speech analytics work for you!

1:00 PM  -  1:45 PM

When it comes to customer interactions, expectations for what should be there can cloud our insight into what customers and agents are actually saying. Learn how CallMiner is leveraging machine learning to offer domain-driven search suggestions. This new “semantic search” makes content creation more robust, even on the unstructured conversations of calls. Uncover language patterns that support discovery in your CX, QA, or ad-hoc initiatives. Don’t get “fresh traded” by prescribing how your customers say “frustrated” – let the data show you.

2:30 PM  -  3:15 PM

Learn how JLodge uses Agile methodology to organize, streamline and execute on large projects and continuous requests, all while avoiding scope creep.

Harvesting Your Data for AI

Hemisphere Dancer

3:15 PM  -  4:00 PM

Come and join the CallMiner AI Research Team, and together will discuss how to extract actionable insights from the conversations using both text and audio signals. We will share our experience on what metadata and outcome measure we considered, as well as exploring the common challenges that may prevent you from discovering insights in your data. Get an inside tour of our model making process and tell us how you have been using Eureka content as building blocks of AI.