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Speech Analytics

Speech analytics is the process of analysing recorded calls to gather customer information to improve communication and future interaction. Speech analytics provides a Complete analysis of recorded phone conversations and provides advanced functionality and valuable intelligence.

The benefits of speech analytics:

  • Significant increase of call coverage

  • Provide near-real time speech analytics feedback

  • Improve operational efficiency

  • Improve customer experiences

  • Automate your QA process accurately

  • Call categorization

Features

  • Automatic Speech Recognition (ASR)

  • Sentiment Analysis

  • Summarization

  • Speaker Diarization

  • Call categorization


Process Flow


1. Audio Input: This is the starting point where spoken language is inputted into the system. This could be through a microphone or an audio file.

2. Automatic Speech Recognition (ASR): The audio input is processed by the ASR system, which transcribes the spoken language into written text.

3. Text Processing: The transcribed text is then processed for the next steps. This could involve cleaning the text, removing stop words, or other preprocessing steps.

4. Call Categorization: Call categorization is a system for placing customers into different segments within a contact system. Segments are based on a variety of criteria. Customers who need help with warranties or customers who are running into a specific issue with a product are examples of customer categories.

5. Sentiment Analysis: The processed text is analyzed to determine the sentiment or emotion behind the words. This could involve determining whether the sentiment is positive, negative, or neutral.

6. Summarization: The text is also passed through a summarization process, which condenses the information into a shorter form.

7. Speaker Diarization: Simultaneously with the above steps, the audio input is also processed for speaker diarization. This involves determining when different speakers are talking in the audio input.

8. Output: The results of the sentiment analysis, summarization, and speaker diarization are then outputted. This could be in the form of a report, a dashboard, or any other form of presentation.


Growth

The global speech analytics market size is projected to grow from USD 3.77 billion in 2023 to USD 10.37 billion in 2030. The growth rate is attributed to rising requirements for compliance and risk management as well as an increase in industry competition through market intelligence. The telecommunications, IT and outsourcing segments of the industry are considered to hold the largest market share with expected growth from the travel and hospitality segments.