Take Advantage of AI-powered Speech Analytics

by Jose Luis Perez September 24, 2020
Take Advantage of AI-powered Speech Analytics

Many companies that have been recording their calls for years are not prepared to fully exploit their data with Speech Analytics thanks to Artificial Intelligence (AI), most companies are recording conversations with the sole purpose of storing and archiving the audios, in almost all cases to comply with specific regulations.

As a result of the need to store recordings, providers and customers focused on storage efficiency, for example, compressing files into a single track (mono audio) to have the lowest volume and cost per storage possible, regardless of the quality of the audio or its exploitation, beyond the fact that the conversation could be heard.

With the arrival of Artificial Intelligence, the needs of companies for call recording changed, although regulatory compliance (storage) continues to play an important role in the need to record calls, the use of this unstructured data is increasingly important for those companies that see the strategic value they have for business growth through exploitation with Speech Analytics.

Business Rules, Speech Analytics and Artificial Intelligence

The Recordia call recording solution offers a function called “Business Rules”, which aims to be able to analyze calls (Speech Analytics) through the transcription and tagging of keywords, taking advantage of Artificial Intelligence with dual recording to have separate channels with higher audio quality and better transcription accuracy. By automatically analyzing calls with customers, companies can listen carefully to their customers and adapt products and services to meet their needs.

Business Rules has the function of “Word Spotting” to be able to identify and categorize the calls according to the keywords that are defined. For example, identify all calls in which the word or phrase “unsubscribe” or “cancel the service” was used, as well as those calls that mention the names of the competition or that use rude words.

Although Word Spotting is used to identify and tag calls according to their content and the keywords that are defined, the Business Rules function has the ability to start a workflow from the moment a call is tagged. For example, all calls that are tagged “unsubscribe” could start a workflow for those calls to go directly via email to a supervisor, so they can understand why customers are unsubscribing.

The benefits of Business Rules include:

Data processing at scale

Can you imagine listening to and manually ordering millions of customer service conversations? There is too much data to process manually. Business Rules helps companies process large amounts of data efficiently and cost-effective.

Semi-real time analysis

Recordia Business Rules can identify critical issues in semi-real time, for example, are you escalating a crisis? Is an angry customer about to unsubscribe? Business Rules models can facilitate the identification of these types of situations, to be able to make decisions immediately.

Consistent criteria

Tagging “keywords” associated with sentiment using a sentiment analysis system helps you apply the same criteria to all your data, helping you improve accuracy and gain better insight into sentiment on calls.

Here is a basic example of how Recordia’s Business Rules works:

  • Two polarized word lists are defined. For example, negative words like: bad, worse, ugly, low, rude, etc. and positive words like: good, best, beautiful, kind, thank you, delighted, etc.
  • With AI and machine learning, the number of positive and negative words that appear in a call are analyzed.
  • If the number of positive word occurrences is greater than the number of negative word occurrences, the system defines a positive sentiment.
  • The system labels the call according to the recognized sentiment, and starts a workflow to define an activity based on the labeling. For example: emailing those calls to a supervisor for review and action.

Request more information about Recordia and the new Business Rules functionality now.

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