AI Speech Analytics
Turn your calls into actionable intelligence
Highlight agent performance, customer sentiment and compliance risks across all of your calls.
Features fueled by AI
Measure customer sentiment
Voiso’s AI-powered Conversation Scoring analyzes language and tone of voice to label every single word in a call as positive, negative, or neutral.
The algorithm then considers the context and nuances of the entire conversation — just as a human does — before providing a definitive score on a 1-5 scale.
By grading every call, you gain an incredible level of insight into agent performance and provide them with a mechanism for continual improvement.
Generate call summaries
Our AI-driven Conversation Summary helps supervisors understand the outcome of every call without searching through audio or transcripts.
Concise call summaries are conveniently placed in every call detail record (CDR) together with the conversation score, audio, and transcript.
Advanced topic filtering
Effortlessly navigate through call recordings, pinpointing specific conversations based on their subject matter — regardless of the exact wording used.
Our AI Topic Indicator tool identifies and labels the core topics of every call — enabling supervisors to review important interactions with precision and ease.
Crack the code with keywords
All keywords are associated with positive, negative and risk connotations — and provide a foundation for Speech Analytics to work its magic.
in transcripts
What’s more, our event-based navigation means you can quickly jump to keyword mentions without having to scroll through the entire transcript.
total awareness
This gives you a clear and convenient snapshot of agent performance — highlighting top performers as well as those whose call handling could be damaging your CX.
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FAQ
What is Speech Analytics in AI?
Speech Analytics is a powerful technology that uses artificial intelligence to analyze and understand your customer conversations. It can automatically transcribe calls, identify key topics and trends, and even gauge customer sentiment. This gives you valuable insights into how your contact center is performing and how you can improve the customer experience.
How does Speech Analytics work?
Speech Analytics leverages a combination of AI technologies. Automatic Speech Recognition converts spoken words into text. Natural Language Processing analyzes the text to understand its meaning and to identify keywords or trends. Machine learning algorithms then uncover meaningful patterns across large volumes of calls. Overall, speech analytics software allows you to gain a deeper understanding of your customer interactions.
What are the benefits of Speech Analytics?
Speech Analytics offers a wealth of benefits for contact centers, including:
- Improved customer experience: Identify customer pain points and frustrations to proactively address them. Analyze sentiment with speech analytics tools to ensure interactions are positive and respectful.
- Enhanced agent performance: Identify areas for agent improvement through coaching and targeted training. Track key metrics to measure agent effectiveness and identify top performers.
- Increased operational efficiency: Streamline calling and identify opportunities for automation. Reduce average handle time and improve first call resolution rates.
- Mitigated risk: Ensure compliance with regulations by monitoring calls for adherence to specific guidelines with real time speech analytics. Identify potential security threats or fraudulent activity.