Analysing your phone calls using an AI powered engine to measure, amongst others, what words have been said and how often, the tone in which these words have been said, the overall sentiment of the conversation and, in the end, what is the real intent of a customer. This is speech-analytics and it provides invaluable feedback for your internal training and helps evaluate staff performance.
It includes multiple technologies such as text-to-speech conversion, audio analysis, automatic speech recognition, natural language processing and natural language understanding.
It allows to understand better how your business operations function and what are the activities your customers really value. Then it enables you to modify and improve them thanks to the valuable input that it provides for training and business development activities.
It is so powerful that can open up a multitude of new opportunities for your business.