{"id":6579,"date":"2022-09-06T10:58:09","date_gmt":"2022-09-06T03:58:09","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6579"},"modified":"2022-09-06T10:58:09","modified_gmt":"2022-09-06T03:58:09","slug":"speech-analysis-call-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/technology\/speech-analysis-call-center\/","title":{"rendered":"IMPROVE CALL CENTER PERFORMANCE WITH SPEECH ANALYSIS"},"content":{"rendered":"<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">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.\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/criteria-for-evaluating-call-quality\/\">Call Center Measurement<\/a><\/span>\u00a0and much more!<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong><span style=\"color: #2e5d95;\">What is speech analysis?<\/span><\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\"><strong>Speech Analysis<\/strong>\u00a0It is software that automates the process of listening to customer interactions, thereby analyzing the information from the conversation based on pre-programmed criteria.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/speech_analytic_25d03f07c74f48d0ac22db2c31839e60.jpg\" alt=\"speech analytics call center\" \/><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>How does speech analysis work?<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">This is a complex multi-step process based on the coordination of intelligent software. To accurately analyze speech, the following steps must be taken:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Sound is recorded and stored in audio files.<\/span><\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Sound is analyzed by\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/technology\/artificial-intelligence\/\">artificial intelligence applications<\/a><\/span>\u00a0(WHO)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">The conversation was adapted from\u00a0<strong>unstructured data<\/strong>\u00a0(Sound) on\u00a0<strong>structured data<\/strong>\u00a0(Text) to perform evaluation and scoring based on pre-programmed sentence patterns and scoring scales within the system.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Classify and identify users based on analyzed data and group them into different user segments.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Complete the evaluation: Generate the report.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; color: #000000;\">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:\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/speech-analysis-call-center\/\">Sentiment analysis technology and its applications<\/a><\/span><\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt; color: #2e5d95;\"><strong>Benefits of Speech Analysis.<\/strong><\/span><\/h2>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Automate the process of analyzing and measuring Call Center calls, helping to reduce pressure and increase the work efficiency of QA personnel.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">It is the basis for proposing service improvement plans based on accurate analysis and evaluation.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Limit human errors in measurement and evaluation caused by emotional factors.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">Optimize the costs and operational efficiency of the call center.<\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\"><span style=\"font-size: 20pt;\"><strong><span style=\"color: #000000;\">The leading call center solution utilizing Speech Analysis in Vietnam.<\/span><\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; font-size: 12pt;\">Bellsystem24-Vietnam<\/span><span style=\"font-weight: 400; font-size: 12pt; color: #000000;\">\u00a0is the leading unit in Vietnam in pioneering the development of Speech Analysis technology and its application in\u00a0<a style=\"color: #000000;\" href=\"http:\/\/bell24vietnam.vn\/en\/pages\/contact-center\/\">Call Center<\/a>This 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.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt; color: #000000;\"><strong>The switchboard is suitable for deployment.<\/strong><\/span><br \/>\n<span style=\"font-size: 12pt; color: #000000;\"><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/dich_vu_contact_center_b37d731e053444819ab13fce35402c20.jpg\" alt=\"contact center application\" \/><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Bellsystem24-Vietnam<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 15pt;\"><strong><span style=\"color: #000000;\">Leading Contact Center &amp; BPO solution provider in Vietnam.<\/span><\/strong><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Qua\u0301 tri\u0300nh ph\u00e2n ti\u0301ch va\u0300 \u0111a\u0301nh gia\u0301 hi\u00ea\u0323u qua\u0309 hoa\u0323t \u0111\u00f4\u0323ng cu\u0309a t\u00f4\u0309ng \u0111a\u0300i ti\u00eau t\u00f4\u0301n cu\u0309a doanh nghi\u00ea\u0323p m\u00f4\u0323t [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6580,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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