Looking at Conversations and Documents as Data in Business

In the AI space, conversations and documents are seen as different forms of data, and tasks oriented with documents are starting to be viewed similarly to customer service experiences. There is a growing trend to consider different communication interfaces as just interfaces for data. This approach can be seen in the emerging discipline of topic search, which focuses on subject matter both inside and outside an organization. By looking at problems through the lens of data, the language used shifts from voice of the customer to topic search.

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