The process of analyzing and evaluating the effectiveness of a company's call center operations requires a significant investment in human resources and costs. Now, with intelligent measurement software solutions, all activities become easier and more cost-effective. Speech Analysis was created to simplify the analysis process. Call Center Measurement and much more!
What is speech analysis?
Speech Analysis It is software that automates the process of listening to customer interactions, thereby analyzing the information from the conversation based on pre-programmed criteria.
How does speech analysis work?
This is a complex multi-step process based on the coordination of intelligent software. To accurately analyze speech, the following steps must be taken:
- Sound is recorded and stored in audio files.
- Sound is analyzed by artificial intelligence applications (WHO)
- The conversation was adapted from unstructured data (Sound) on structured data (Text) to perform evaluation and scoring based on pre-programmed sentence patterns and scoring scales within the system.
- Classify and identify users based on analyzed data and group them into different user segments.
- Complete the evaluation: Generate the report.
Currently, call evaluation using speech analysis has not achieved absolute perfection, as this application is still limited in its ability to score based on sentiment. Therefore, modern call centers often combine Speech Analysis with Sentiment Analysis applications to automatically analyze customer emotions. You can learn about how Sentiment Analysis works and its applications in this article: Sentiment analysis technology and its applications
Benefits of Speech Analysis.
- Automate the process of analyzing and measuring Call Center calls, helping to reduce pressure and increase the work efficiency of QA personnel.
- It is the basis for proposing service improvement plans based on accurate analysis and evaluation.
- Limit human errors in measurement and evaluation caused by emotional factors.
- Optimize the costs and operational efficiency of the call center.
The leading call center solution utilizing Speech Analysis in Vietnam.
Bellsystem24-Vietnam is the leading unit in Vietnam in pioneering the development of Speech Analysis technology and its application in Call CenterThis application has all the features of an international standard automated call center for voice-to-text conversion and encoding. It helps businesses optimize automation capabilities to improve call center efficiency.
The switchboard is suitable for deployment.
Bellsystem24-Vietnam
Leading Contact Center & BPO solution provider in Vietnam.
