Transcription, Speech Analytics, AI

Call Transcription

Convert Speech into Text

Call Transcription converts a recorded telephone call into writing and store it as a text file. CreaLog Transcription does this automatically and can provide the text file in near real time. Helpful for converting voicemail-2-text or protocols of talks that have been recorded by our Mobile and Fixnet Recording or Enterprise Communication Recording.

This high performance transcription functionality is also a prerequisite for methodical call analysis to provide customer service management using an IVR with important findings on issues such as customer satisfaction and service quality. Once converted into text, a telephone conversation is easier to analyze, either manually or automatically. By contrast, it takes large amounts of time and processing power to search whole voice recordings for any specific subject. Supervisors can search for issues more easily, the high relevance of which is only recognized in hindsight – or was not even known beforehand.

Download our Speech (Voice) Analytics Data Sheet for more Information.

CreaLog Speech Analytics

Analyze the content of conversations

Once a conversation or a voicemail is transcribed and stored as text (Speech-to-Text) it is ready for in-depth analysis. CreaLogs AI fueled Speech Analytics, also called Voice Analytics, automatically ascertains information about the structure, content and characteristics of conversations as well as characteristics of the speaker.

This information is predominantly used for quality assurance, process optimization and in business intelligence

On the one hand, it is possible to search through existing voice data for specific information and to prepare statistics. On the other hand, it is possible to react immediately to particular events in live operation by means of the Voice Portal (i.e. IVR) or the supervisor.

Analyzing the dialog structure

Apart from a call's actual content, the dialog's structure can also provide important insights. For example, CreaLog Speech Analytics can help determine how speech and silence are distributed within a call dialog. Are there conversation lulls for any length of time? Does one dialog partner interrupt the other one? Is there double talk in the dialog? Answers to these questions also provide relevant information about the customer service quality in the call center, room for improvement in process flows and possible education or training needs of individual employees.

Automatically analyze, categorize and evaluate recorded conversations

in Service Centers, or for legal and compliance reasons. 

  • Determination of speaker characteristics e.g. age and gender
  • Emotion detection
  • Speaker identification
  • Language identification
  • Key word (Topic) spotting

Download our Speech Analytics Data Sheet for more Information.

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