Transcript

Anita Swamy from Manulife

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It’s the data that we now can see that we couldn’t see before. So it’s the intelligence around confidence, because in the context center environment, for example, lack of confidence leads to longer calls because what happens is when you’re not that confident, you continue to repeat yourself. You start to look for information, to try and support yourself while on the call, and that call is less efficient for the person who’s calling. For us to be able to gauge how someone is feeling from a confidence perspective, and then marry that up with their knowledge left, allows us to support them differently so we can get them ready on the phones, in a more efficient manner.Faster.