Joel Wilson’s Post

View profile for Joel Wilson

Chief AI Officer @ Chordia | Voice AI Developer of the Year 2020 | Founder

Voice: The Last Untapped Data Source in Customer Experience We’ve spent years optimizing digital journeys using clicks, conversions, and heatmaps. But the conversations happening every day between customers and agents have been largely invisible. That’s changing fast. With voice AI, every call becomes measurable. We can now capture and structure what happens in a conversation the same way we’ve long measured digital interactions—turning language into data that can be analyzed and improved. Once calls are broken down into topics, facts, behaviors, and outcomes, you move from manually reviewing a few samples to understanding 100% of interactions. It’s like discovering Google Analytics for your contact center. When that data is structured, it opens the door to better coaching, real-time insights, and more consistent outcomes for both customers and agents. Voice finally becomes visible. Curious how your organization could use structured voice data to measure what matters? Let’s compare notes. #DataDriven #Analytics #VoiceData #CustomerInsights #AIAnalytics

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