Speech Analytics
Automatically analyze, categorize and evaluate
conversations in the Contact Center
CreaVoice Speech Analytics
Highlights
- Detection of Speaker Features i.e. age and gender
- Emotion Detection
- Speaker Identification
- Language Identification
- Key-Word Spotting
- Topic Spotting
CreaVoice Speech Analytics automatically detects information on structure, content and characteristics of talks as well as the speaker features.
This information is used mainly for quality assurance, process optimization and business intelligence. Firstly existing stored data can be searched for specific information and statistically prepared. Secondly, in live operation, either the voice portal or the supervisor, may immediately react to certain events.
An example: age and gender identification
Age and gender detection means: The intelligent speech recognition solution knows after a few words, whether the caller is male or female and from which age group he or she comes - whether it was a best-ager, an adult, a young person or a child.
Especially for the design of an optimal, target-group specific dialog (Voice User Interface Design) the innovation is of great benefit. Because if the Voice Portal "recognizes" the caller, it better adopts to his needs. This applies for the Persona design with the choice of the appropriate speaker (man or woman, young or old) and the wording. But also for the speed of prompts, the type of music and the texts while waiting on-hold or the escalation strategy in call center and help desk.
For reporting and statistics in the Call Center, Speech Analytics brings significant advantages. It gives the supervisor detailed information on topics such as "Who are my callers or the users of my service or offering?", "Is a conversation going wrong / out of hand?" or "Does my staff stick to the interview guide?"
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