12:50 PM - 1:20 PM BST  |  Wednesday June 21

A Journey to Improved Accuracy & Coaching by Transitioning to Microsoft Azure

Toni Jones
Operations Insight Analyst
Royal Sun Alliance


RSA Group, one of the world’s oldest general insurers, initially implemented CallMiner to improve their customer experience, prove the validity of internal decisions and leverage customer intelligence to inform organisation-wide change.

Join Toni Jones as she dives into the next step of their analytics journey. She’ll be sharing their renewed focus on agent coaching, their recent switch to Microsoft Azure STT and RSA’s journey from manual to automated QA. You’ll learn first-hand the benefits Azure’s powerful speech model offers in understanding diverse dialects, identifying profanity and how this improved transcription enhanced RSA’s existing solution to automate and deliver insights and feedback for both accuracy and compliance.