What is Speech Analytics?
Speech analytics is software that transcribes recorded calls and analyses the text for keywords, topics, sentiment and compliance phrases, making call content searchable rather than listenable.
The transcription step converts audio to text. The analytics step looks for patterns across that text — which topics drive long calls, where customers express frustration, whether required disclosures were actually read.
Its real value is coverage. A quality team can listen to perhaps 2% of calls; analytics screens all of them and surfaces the ones worth a human listening to. That changes quality assurance from sampling to triage.
Treat sentiment scores with care. They are inferred from word choice and tone, both of which vary by accent, language and individual manner, so the direction of a trend is more reliable than any individual call's score.
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