Transcribe call recordings to determine the sentiment of callers

Enhanced customer experience is often a key objective for contact centres, therefore generating data based on customers’ experiences is hugely beneficial. However, obtaining this data is often a challenge. Contact centres are now using automatic speech recognition technology to generate accurate transcriptions from calls, from which sentiment analysis can be performed to determine the mood of customers.

Customer voice data can be meticulously analysed 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 organisation to determine feelings about a situation, product, service or brand.

It not only provides agents with data but also the wider organisation to determine feelings about a situation, product, service or brand.

Sentiment analysis provides opportunities to improve customer interactions

Sentiment helps organisations to understand customer interactions at a level which 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 the ability to not only capture what is said, but how it is said.

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.

Possible use cases for Sentiment Analysis

Improve interactions

Providing real-time insights of customer feelings enables agents to better manage expectations and emotions. Engagements and issues can be escalated to managers or specialised teams to ensure the call has a positive outcome.

Agent enrichment

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.

Reputation monitoring

Sentiment analysis helps organisations with product, service and brand validation. It gives organisations quantifiable data about customers’ perceptions, enabling them to make informed campaign decisions through the evaluation of customer sentiment.

Benefits of Sentiment Analysis

Call routing

Make informed decisions within the interactive voice response (IVR), not only based on words but on speech acoustics and sentiment too.

  • Easily route the caller from a virtual assistant to a human agent based on sentiment and word-based triggers
  • Route the caller from an agent to a manager or specialised team better equipped to resolve particular issues
  • Better utilise emotional skills in the workforce to optimise issue resolution and customer engagement
  • Enable mood-based training for staff to better deal with challenging situations, such as unhappy or angry callers

Compliance and monitoring

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 through analysing how customers said certain things is also important. Sentiment analysis provides a tool to identify truthful conversations, ensuring an organisations’ reputation is maintained and engagements comply to legislative rules.

Resolution

Sentiment and emotional analysis enable accelerated issue and dispute resolution through better understanding of a customers’ emotional state.

Sentiment analysis provides a tool to identify truthful conversations

FEATURED PARTNER
Speechmatics and Neuraswitch partner to deliver CRM solution to intelligently understand conversations. The Salesforce-integrated platform captures calls, transcribes them in real-time using Speechmatics’ technology and provides emotional analytics for any situation to enhance customer satisfaction. Watch the webinar we hosted with them for improving CX using machine learning.

More ways contact centres are using Speechmatics

Compliance

Locate and store recordings in text format.

  • Ensure data security
  • Rank recordings by relevance
  • Use guidance and alerting to prevent non-compliant behaviour

Learn more

Analytics and customer experience

React to customer signals in real time.

  • Gain live feedback from a caller
  • Accelerate issue resolution
  • Reduce customer call time

Learn more

Agent training

Unlock voice data from calls

  • Identify dispute resolution best practices
  • Evaluate agent’s performance
  • Identify opportunities for agent training

Learn more

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