​Future Internationale was fined €500,000 in November 2019 for infringing the EU General Data Protection Regulation (GDPR) by failing to implement clients’ opt-out requests and recording excessive comments during cold calling campaigns.

The Commission Nationale de l’Informatique et des Libertés or CNIL, the data protection authority in France, signaled that companies must inform their prospective customers about their rights while cold calling and allow them the option to access the company’s privacy policy via phone or email. Companies also need to be conscious of the information they provide consumers and the comments that they record.

If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.

NeoSound Intelligence specializes in using artificial intelligence and machine learning to understand what people say and how they say it and turn this into data for you.

One of our key breakthroughs in 2019 has been the ability to classify speech fragments into categories. Our clients have used this for market analysis, focus group polls, and customer call analysis.

Let’s take Greta Thunburg’s UN speech for example. She was named TIME’s Person of the Year 2019 for inspiring a global movement to fight climate change.