In highly regulated environments, such as those requiring PCI compliance, mining conversational data can be challenging. However, with the right approach, it can unlock powerful insights within the contact center. What do your customers really value, and how can we empower our associates to deliver? This masterclass will demonstrate how to safely analyze customer interactions using Large Language Models (LLMs) to uncover friction points and knowledge gaps. You will learn how to translate these actionable insights into tangible improvements across customer experience, agent performance, and knowledge management.

What You'll Learn:

• How to mine conversational data in sensitive environments (e.g., PCI) while maintaining compliance
• Methods for identifying true friction points and knowledge gaps through conversation analysis
• Real-world examples of using LLMs to drive action and outcomes in the contact center
• How to leverage mined data to:
• Stay ahead of emerging issues
• Assess and address associate behavior
• Create personalized coaching material
• Train agent assist bots to address common friction points
• Provide materials to seamlessly integrate with existing AI tools