Question for the community. Have any of you heard of (or experienced) a Telco using data out of their IVRs (Interactive Voice Response) solutions to link up with OSS data?
There is a current trend to use merge social data sets to determine customer sentiment and potentially cross-reference against network health and other OSS/BSS data sets. With IVRs having the ability to convert speech to text, they also theoretically generate a much more targeted “social” data stream of customer sentiment.
What use cases can you envisage to make of merged IVR / OSS / BSS data sets?