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      What is Text and Speech Analytics?

      Text and speech analytics are technical tools that leverage artificial intelligence, such as natural language processing, to understand human speech and identify patterns, like frequent occurrences of keywords and phrases. Text and speech analytics, sometimes referred to as interaction analytics, can rapidly analyze huge amounts of data to provide users with real-time or near real-time insights.

      Text and speech analytics are commonly used in contact centers to analyze customer service interactions. Voice recordings are transcribed and digital interactions are recorded, after which text and speech analytics software combs through 100% of the contact data from every channel (including phone, chat, email, text (SMS), and social media). Interaction analytics can provide valuable insights, including:

      These insights allow contact centers to provide more proactive customer experiences, know their customers better, quickly address new problems, and gain a more comprehensive view of interaction quality. The information produced by text and speech analytics can also be used to identify targeted training opportunities. And when that information is combined with other customer feedback, such as survey scores, organizations get a more holistic voice of the customer (VOC).

      Text and speech analytics tools can also determine customer sentiment based on keywords and conversational characteristics such as voice volume and pitch. Knowing customer sentiment allows contact centers to take closed-loop actions with dissatisfied customers to try to rescue the relationships. Additionally, agents can be measured and rewarded on their customer sentiment scores.

      The best text and speech analytics tools are cloud-based, for maximum flexibility, and don’t require a data science degree to use or understand their output.

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    • How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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