Transcription, Speech Analytics, AI

Why are anonymization and data protection so important?

Technological advances in the automated transcription of telephone conversations have brought increased attention to the issue of data protection and data sovereignty: What exactly happens to the telephone calls in text form and the personal content?

The employee's view

When it comes to call recording and transcription, employees and their representatives are often rightly critical and skeptical. Much of the concern can be addressed with our technologies for securely anonymizing your own employees. Here are a few examples:

• Employee names and other personal data are automatically recognized and immediately noised for anonymization in the call recording or replaced in the transcription by placeholders such as asterisks.
• Individual digits or strings of digits (telephone numbers/extensions) can also be filtered and then anonymized or deleted from the recordings.
• In smaller service units, colleagues can often be easily recognized by their voice. To rule this out, the voice can be distorted in the call recordings by changing the pitch and speed so that it is no longer possible to draw conclusions about the individual employee.

The caller's view

GDPR-compliant data processing is also enormously important for callers and increases customer confidence in the company. Here are some examples of which personal customer data can be identified and anonymized directly in the recording or transcription process:

• Names, phone numbers, birth dates and addresses,
• Social security numbers and health information,
• Account balances or delinquencies,
• passwords, PINs, and many other sensitive and private data.

Precise recognition of intentions

• What exactly do customers say, what are their concerns and how do they express their intents?
• How does the frequency of intents change over time over hours, days or weeks?
• Are thresholds being exceeded on a particular issue that provide supervisors with important insights?

Identification of automation potentials

• What is the percentage of routine calls and issues, and can these concerns be automated on a case-by-case basis by ServiceBots?
• How can I best balance the mix of human and automated customer service?

Sustainable training, live coaching and further qualification

• Are the conversational proportions between customer and agent right?
• Is what I have learned being applied in customer conversations?
• What can be learned from best and worst case conversations?
• Where is coaching or follow-up training necessary?

Quality control and assurance

• Did the conversation proceed according to company compliance guidelines?
• How satisfied are customers with the conversation - were there any expressions of displeasure or did the customer thank you?
• How can I minimize frustration for agents and customers alike?

What do customers think of your company? Are they satisfied with the goods or services or are there frequent complaints?

Transcription and analysis provide management with answers to these questions - for example:

• Are advertising and marketing campaigns successful?
• Do customers still have questions or need clarification? And what exactly are they about?
• Are there certain main topics?
• How do the main topics change over time (day, week, month)?
• In what context are certain topics repeatedly addressed?
• How do customer queries change with regard to the top topics? Can positive or negative trends be identified here?

This list can be expanded and extended almost at will, depending on the industry and company.

But the decisive factor is that the findings from the strategic analysis help to optimize the relevant business processes.

The CreaLog Cockpit provides initial results of the call analysis in the live view. Special phrase spotting is used to find words or phrases mentioned by the customer in the recorded dialogs and thus determine the most frequent reasons for calling.

The topic radar provides the ten most frequently given answers by callers to the question "What can we do for you?" and also visualizes these as hot topic statistics over the course of the day. It enables current trends to be quickly identified as deviations from the average as well as changes compared to previous periods.