How it works
A high agent speaking share does not equal better service; discovery calls may benefit from more customer talk time. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business example
A sales coach reviews whether representatives allow customers enough time to explain their needs.
What to consider
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.