Cut to the chase: how new conversational technologies can interpret interactions and create value


If you had to choose between meeting a colleague via Zoom or over a latte at your favorite cafe, the odds are pretty high that you’d choose the latter, assuming it was safe to do so. Although Zoom meetings are faster and easier to stack sequentially throughout the day, the nuances of live chat have value. Physical gestures, facial expressions, and tone are inherently more clearly conveyed in person.

According to recent studies, given the intangible value that companies derive from professional conversations, up to 75% of collaborations will be recorded and analyzed by 2025. human interaction.

Speed ​​and exponential vacuum

Efficiency and scalability have been hallmarks of collaborative technology in recent years, especially when businesses have raced to operate in a remote landscape. No longer even having to walk down the hall to the conference room, professionals were able to double or triple their daily meeting loads. But at what cost ?

With volume and speed defining how we collaborate, much is lost in terms of context. The experiential component of conversation tells us as much about an interaction as it does about the words spoken. A shrug, a frown, a questioning tone – all provide human elements that add to a collaboration. In-person interaction also reinforces communication more effectively, making the content of a meeting more easily recalled. In an age when humans are said to have shorter attention spans than goldfish (yes, really), locking in the important points is essential to prevent the message from degrading over time. Likewise, understanding suffers in a blur of crowded caucuses. Anyone who’s come to the end of a busy day in meetings, sighed in exhaustion and thought, what did we even talk about? understand that.

Take advantage of the facts and experimental

Recordings and transcripts are useful tools to some extent, but the ability to capture a factual summary does little to illuminate complex stages of understanding and action. Businesses can easily rack up thousands of hours of conversations in a month; the challenge is to register them in such a way that they can be referenced quickly and efficiently. Most desktop communication tools can record, but those conversations, and the key data they contain, often end up sitting across multiple siled platforms. Even if they are viewed, a professional probably needs to rewatch a video or replay an audio file, using the fast forward and rewind functions to find the data they need, which slows down operations overall.

Conversational technology that enables a single repository, with a unified system of records, will be a game-changer when it comes to harnessing the value of these conversations. By capturing topical information and the experiential factors used to provide that information – tonality, facial expressions, etc. – this data increases exponentially in value. Storing in an easily accessible reference system takes things a step further by turning disorganized resources into actionable tools.

Decoding for purposes

It has been reported that the time spent by managers and employees in collaborative activities has increased by 50% or more in recent years, further accelerated by the pandemic’s remote workforce. Within each of these collaborations are highlights; key points that feed into the post-meeting action points for the group. The latest chat technology allows teams to capture these vital snippets, flagging them by timestamp or importance for easy reference. By archiving only the details needed to move on to the next steps, the information gathered can be streamlined.

From a human resources perspective, for example, this could mean flagging candidate interviews if an answer differs from one given in a previous meeting or does not seem sincere based on experiential factors like eye contact or body language. Internally, individual meetings can be recorded to extract an employee’s KPIs. Covering the full spectrum of employee engagement, cataloging exit interviews could uncover common threads, giving managers insight into why they might be losing employees. More importantly, leadership can address these commonalities to better retain talent in a competitive marketplace.

Respect for privacy

In a scenario where customers, employees, or co-workers are recorded, and those recordings are analyzed and cataloged, confidentiality must be addressed. Fortunately, just like with recorded phone calls for training purposes, or the majority of virtual meetings held today, a simple authorization step is usually enough to clear this hurdle. Recording conversation highlights also means that entire conversations don’t need to be held, just the key points. An internal repository also assumes a secure perimeter, trust in the merit of the content justifying this boundary.

While it is true that technological scale and speed can dilute experiential factors, by specializing in these areas, new conversational platforms are poised to capture and organize key principles of collaboration in new and more ways. precious than ever in the new year.


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