Speech Analytics
Short definition
Speech analytics examines telephone conversations using transcription, keyword detection, topic classification and other speech-processing techniques.
Meaning and how it works
A system converts audio into text or analyses recording features, then produces labels, reports and items for human review.
Business applications
- Business scenario:
A contact centre identifies common complaint subjects and checks whether agreed phrases were used in service calls.
What to check before implementation
Accuracy depends on recording quality, language, accents and background noise. Significant automated findings should be reviewed by people.