How call centers are turning audio into insights with speech analytics

When every customer is key, grasping the nuances of each call center interaction becomes crucial. VoiceAI does more than transcribe words—it harnesses advanced speech analytics to pinpoint specific phrases, gauge sentiment, assess tone, and identify who's speaking. It captures the full essence of every conversation between customers and agents.

VoiceAI leverages NeuralSpace’s speech-to-text models to transcribe vast amounts of audio data, extracting valuable insights about customer queries, feedback, and complaints. By utilizing AI, call centers can not only improve their data capture and analysis to  elevate customer service, but also reduce the time and cost associated with manual call reviews. 

This article delves into the mechanics of speech analytics, illustrating its significance and offering guidance on its application in the call center environment. If you want to turn audio into  actionable insights, it’s a must-read.

Speaker Diarization

Speaker diarization is the process of distinguishing and segmenting individual voices within a multi-speaker audio recording. It involves steps like speech detection, segmentation, and clustering, turning a jumble of voices into distinct, labeled segments.

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Word-Level Timestamps

Word-level timestamps provide a precise time marker for each word within an audio transcription. This means that alongside the transcribed text, there's an exact record of when each word was spoken in the audio file. Whether it's for quality assurance, training, or dispute resolution, word-level timestamps ensure that pinpointing key moments in customer-agent interactions is hassle-free.

Translation

After a call concludes, it can be transcribed and then translated into 100+ languages spoken in Asia, Europe and the Middle Eastern. This is particularly useful for review, training, or when sharing call details with teams or departments that operate in different languages.

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Summarization

AI summarization streamlines the workflow in contact centers by simplifying complex or lengthy calls into a concise summary. This technology empowers agents by providing them with the essential information from a conversation without the need to review the entire interaction. With this concise overview, agents can respond more efficiently, leading to quicker resolutions, improved customer satisfaction, and heightened productivity.

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Sentiment Analysis

Using sentiment analysis, call centers can gauge the mood from customers' audio feedback, labeling it as positive, neutral, or negative. This insight helps match customers with the right agents for their needs, making operations smoother and improving customer interactions. Additionally, this data highlights top-performing agents, guiding best practices and pinpointing areas for coaching.

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Number Formatting

The number formatting feature automates the process of converting numbers into a consistent format within text. It can automatically change numbers into either their written word form (e.g., "five" instead of "5") or their numerical form (e.g., "5" instead of "five"). This automation ensures that all numbers in the text follow the same format, making subsequent data retrieval and analysis more straightforward.

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Language Detection

Operating in a call center using multiple languages your audio file can contain different languages. VoiceAI’s automatic language detection eliminates the process of manually tagging languages for each audio file. 

Word-Level Confidence Scores

Word-level confidence scores are probability scores assigned by our AI model to each word it transcribes, reflecting the system's confidence in its accuracy. Scores range between o (no confidence) and 1 (maximum confidence). Words with low scores indicate inaccurate transcription due to factors such as background noise or unclear speech.

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Noise Cancellation

Noise cancellation filters out background noises from an audio signal, ensuring only the primary voice or speech is captured and transcribed. Call centers often operate in bustling environments. Without noise cancellation, the background chatter, ringing phones, or even typing sounds can interfere with the transcription's accuracy. Removing these noises ensures the transcription software captures only the relevant conversation between the agent and the customer.

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Punctuation

As agents engage in myriad conversations daily, the absence of appropriate punctuation can make transcribed text difficult to follow, potentially leading to misinterpretations of the customer's intent or sentiment. Accurate punctuation not only demarcates the end of one thought and the beginning of another but also aids in capturing the true emotion and emphasis behind a speaker's words. For instance, the difference between a statement and a question – denoted simply by a period or a question mark – can change the entire context of a customer's query or feedback.

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Conclusion

VoiceAI is revolutionizing the world of audio analytics with its cutting-edge features designed to extract valuable insights from audio data. Sign up to try it for yourself with 8 hours of free transcription, or book a call with our solutions experts to explore VoiceAI for your business.

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