Speech analytics is the automatic methods of analyzing speech to extract useful information about the speech content. Although it often includes elements of automatic speech recognition, where the identities of spoken words or phrases are determined, it may also include analysis of one or more of the following:
- the topic(s) being discussed
- the emotional character of the speech
- the amount and locations of speech versus non-speech (e.g. call hold time or periods of silence)
One use of speech analytics applications is to spot spoken keywords or phrases, either as real-time alerts on live audio or as a post-processing step on recorded speech. This technique is also known as audio mining. Other uses include categorization of speech, for example in the contact center environment, to identify calls from unsatisfied customers.
Speech analytics in contact centers can be used to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded phone conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, operational issues and contact center agent performance. This information gives decision-makers insight into what customers really think about their company so that they can quickly react. In addition, speech analytics can automatically identify areas in which contact center agents may need additional training or coaching, and can automatically monitor the customer service provided on calls.
Other articles related to "speech analytics":
... Speech analytics provides advanced functionality that gleans valuable intelligence from thousands—even millions—of customer calls, so managers can take quick action ... Speech analytics solutions can mine recorded customer interactions to surface the intelligence essential for building effective cost containment and customer service ... workforce optimization suite components like quality monitoring and agent scorecards, Speech analytics can pinpoint cost drivers, trends, and opportunities, identify strengths ...
Famous quotes containing the word speech:
“Does any one suppose that private prayer is necessarily candidnecessarily goes to the roots of action! Private prayer is inaudible speech, and speech is representative: who can represent himself just as he is, even in his own reflections?”
—George Eliot [Mary Ann (or Marian)