How it works
Keywords can be extracted from transcripts or audio; word forms, ambiguous terms and surrounding context affect accuracy. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business example
An analyst searches call transcripts for references to refunds or delivery issues.
What to consider
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.