General Customer Experience & Contact Center FAQs
What is speech analytics?
Speech analytics uses AI to analyze voice interactions, extracting insights on sentiment, keywords, and trends to improve customer experience and agent performance.
How does speech analytics work?
- Voice transcription: Converts spoken conversations into text for analysis
- Sentiment detection: Identifies emotional tone to gauge customer satisfaction
- Keyword spotting: Highlights critical phrases for compliance or escalation
- Trend analysis: Detects recurring issues to improve processes and service
Why is speech analytics important in CX?
It transforms every call into actionable data, enabling organizations to identify pain points, coach agents, ensure compliance, and proactively improve service quality.What benefits does speech analytics deliver?
- Deeper understanding of customer needs and behavior
- Improved compliance monitoring through automated detection
- Enhanced agent coaching with real-time feedback
- Faster identification of systemic issues and trends
