Speech analytics plays a vital role in understanding customer interactions, intent and sentiments. By using artificial intelligence (AI) and natural language processing (NLP), speech analytics platforms are able to detect emotions, stress and audio patterns in a customer’s voice. Speech analytics enables contact centers to detect recurring phrases in customer interactions, revealing call purposes, mentioned products and caller moods. These insights help them better comprehend customer needs and expectations and improve the overall customer experience.
This article will take a close look at speech analytics, what it is, why it is important, and what we believe are the best speech analytics platforms available today.
