Data labeling is the process of attaching meaning to different types of digital data like audio files, text, images, videos and more.
Within the customer care industry, that means your support team digitally assigns meaning by listening to call recordings or viewing chat logs and labeling specific components of each interaction. Once the data is labeled, it’s used for training advanced algorithms to recognize patterns in future similar data sets.
Algorithms can be designed to recognize opportunities for improvement or automation within processes, identify and alert team leads that a customer service agent needs help with a call. Data labeling provides agents with likely solutions to customer issues, anticipate follow-up concerns related to a customer’s current issue, suggest relevant product or service upgrades, and much more! As data is continuously collected, labeled and integrated into the algorithm training process a more intelligent customer experience emerges.