Transcribe call recordings and determine the sentiment of callers
Improving customer experience is a key objective for contact centers. Generating data based on customers’ experiences is, therefore, beneficial. However, obtaining this data is often a challenge. Contact centers are now using Speechmatics’ any-context speech recognition engine to generate accurate transcripts from calls. With voice data transformed into a text-based format, it can then be used for sentiment analytics as part of the wider offering, workflow, or solution.
To carry out effective sentiment analysis on customer voice data, an accurate transcript is required as its input before any analysis can begin. Therefore, sentiment analytics solutions rely solely on Speechmatics’ automatic speech recognition technology to convert customer interactions into text which can then be fed into emotional analytics engines.
By using automatic speech recognition as a key tool in any analytics solution, customer voice data can be analyzed to reveal which agent responses evoke positive emotions based on the tone, pitch, and frequency of the customer’s voice. Sentiment analysis is used to provide agents with the data they need to enhance the customer experience. It not only provides agents with data but also the wider organization to determine feelings about a situation, product, service, or brand.
Sentiment helps organizations understand customer interactions at a level that can be used to evaluate, change and improve the perception of a brand, product, service or interaction. There is no better source of data than the voice of the customer and so capturing both what is said and how it is said, is valuable.
Accurate speech-to-text underpins the process of transforming the customer voice into a usable format for sentiment analysis engines. Even the best analytics systems and sentiment engines require the right input to reach their value potential.
Providing real-time insights into customer feelings enables agents to better manage expectations and emotions. Engagements and issues can be escalated to managers or specialized teams to ensure the call has a positive outcome.
Using sentiment analysis, agents can measure themselves against company and personal goals. They can identify areas for training and opportunities to implement new strategies to improve customer engagement and reducing customer churn.
Sentiment analysis helps organizations with product, service and brand validation. It gives organizations quantifiable data about customers’ perceptions, enabling them to make informed campaign decisions through the evaluation of customer sentiment.
Make informed decisions within the interactive voice response (IVR), not only based on words but on speech acoustics and sentiment too.
For compliance and monitoring, it’s not always enough to rely strictly on the words used in a call. A better understanding of what was meant by the words by analyzing how customers said certain things is also important. Sentiment analysis provides a tool to identify truthful conversations, ensuring an organizations’ reputation is maintained and engagements comply with legislative rules.
Sentiment and emotional analysis enable accelerated issue and dispute resolution through a better understanding of a customers’ emotional state.