Call Transcription (Speech-2-Text) converts a recorded telephone call into writing and stores it in searchable text format. CreaLog Transcription does this automatically and can provide the text 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.
To significantly increase customer and employee satisfaction and boost productivity, companies rely on analyzing customer conversations, evaluating the quality of dialogs and discussing them with service or contact center employees.
Modern speech technologies allow to automatically record, transcribe and evaluate telephone conversations. This way, Speech or Customer Analytics immediately delivers relevant information about the customer's concerns (intent), the dialog flow and the content of the conversation.
In the first step, a high-quality transcript of the telephone conversation is created in real time and saved as text (speech-to-text). Both parties are recorded separately in order to simplify the subsequent automatic call analysis. This also allows further analysis of particularly interesting or problematic conversations.
The next step is an in-depth and AI-supported analysis (voice analytics/speech analytics/customer analytics) of the texts. This provides information about the structure, content, participants' conversational shares, and the flow of the conversations.
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?
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:
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:
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:
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.
The success of current campaigns is immediately recognized if deviations from the comparative value are more than 10 and 15 percent.
Acceptance thresholds can be defined for selected and critical terms. If these are exceeded, an alarm is triggered by visualization on the desktop of the supervisor or service manager. If an alarm occurs, a context analysis can be used to immediately start determining the possible causes (root cause analysis).
Part of the preparations for a system is building the domain-specific terminology for the new system. This is the only way to ensure that the recognition is optimally adapted to the customer's needs for the specific application purpose
In the first step, the CreaLog Transcription Engine records hundreds of customer conversations, automatically converts them into text, and analyzes them using speech analytics.
In addition to the actual content of a call, the structure of the dialog and characteristics of the speaker can also provide important insights.
Crealog speaker analysis therefore determines:
The analysis provides information on how speech and silence are distributed within a call dialog:
Answering these questions also provides relevant information about the quality of customer service in the contact center, potential for improvement in process flows, for example to increase the first call resolution rate (FCR), and a possible need for training or education of individual employees.
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