Courtney Shealy
SVP of Global Presales at Medallia
Expert insights
- Well, simply put the calls is the actual voice of the customer. When you say you’re listening and you want to hear from your customers, it’s not about just what they wrote you i...
- This is the actual gold mine… you also start to learn self-describing attributes. So what this allows for you to do is not only service and support, but it also allows you to ge...
- …can I imagine a world where I start to surface up for that agent to say slow down when you speak to this customer or realize that they’ve been extremely frustrated… I think the...
- When they started to include Medallia speech into their program, what they were able to do is not only continue their search for where’s dissatisfaction or what’s their intent o...
- What AI is allowing it it can faster compute the best options and the routes. And so for some of those tasks that really are just execution-based versus complexity of and requir...