How does Speech Analytics work?

It’s a complex process of turning recorded audio calls into structured data, which can then be analysed. There are two ways this happens:

  1. Once audio calls are recorded between a customer and company, Speech Analytics uses speech recognition. This turns the audio call into a transcribed version of the interactions. It then goes on to analyse the transcribed interactions for language patterns, keywords, customer satisfaction and more. It combines all these indicators into helpful insights to identify leads, trends, keywords and more.
  2. Once audio calls are recorded between a customer and company, powered by AI technology, our Speech Insights feature automatically analyses every call and presents insights at both an individual call and macro level. The insight is based on questions you’ve asked, such as ‘was this a sales call?’, ‘was a test drive booked?’. You can identify trends across all calls, or filter by category, source, and your questions.