Speech analytics does exactly what it says on the tin. It analyses speech. It sounds a lot like Natural Language Processing (NLP) because NLP is a tool of speech analytics. It is the practice of listening to conversations and analysing the information about agent performance and customer dialogue.
What does this mean?
Through applications such as call centre monitoring, media monitoring, and media analysis, speech analytics enables:
- Transcribing audio data into text
- Analysing vocabulary, keywords, and semantic meaning
- Identifying speakers and grouping conversations
- Extracting key themes and trends
They can also identify a team’s productivity metrics during calls, including time holds and silences. Combined, these elements create an accurate summary of a customer’s interaction with an advisor and it can do this for every call a business receives. This incredibly beneficial analysis is more valuable than ever before, as it saves time churning through large volumes of data and it digs beyond the surface level for insights.
