Speech Analytics Is Heavily Used in the Customer Service Department

question 69

True/False

Speech analytics is heavily used in the customer service department to help improve processes by identifying angry customers and routing them to the appropriate customer service representative.

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Definitions:

Myelinated Axon

Nerve fiber having a myelin sheath.

Action Potentials

Rapid, temporary changes in the electrical charge of a cell's membrane, essential for nerve signal transmission.

Reactive Astrocytosis

An adaptive response in which astrocytes, a type of glial cell in the central nervous system, proliferate and hypertrophy in response to injury or disease.

Bipolar

Characterized by two distinct extremes, such as the mood swings seen in bipolar disorder, but also referring to cells with two different poles (e.g., bipolar neurons).