Speech Analytics

How can Speech Analytics tell if my customer is happy or not?

00:00 17 October in Speech Analytics by Ajay

At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things: Natural Language Processing Sentiment Analysis Natural Language Processing. Conventionally, people used programming languages to...

Speech analytics will improve quality by 95%

00:00 07 March in Speech Analytics by Jordan

Contact Centers have thousands of valuable data bytes stashed away as call recordings. Unfortunately it takes trained personnel 3.5 minutes to just listen to a 2 minute call for just keyword detection. Natural Language Processing (NLP) combines with Machine learning to to analyse every single...