Speech Analytics
Introduction
Imagine that you are the Customer Services Manager for an insurance company. Suddenly a group of customers are complaining that some of your agents have promised a 'one-year-cool-off period' instead of the usual 'one-month-cool-off period'. It's an important issue that raises many issues of regulatory compliance, not just agent training - and lots of business is at stake.
How quickly could you find those calls? All you have is several man-months of anonymous recordings.
You could wade through the recordings manually if the call were important enough. Even then, you may still miss that vital few seconds because, after all, we're all human. Or you could find the exact phrase in a matter of minutes using our Speech Analytics technology.
Speech Analytics, sometimes known as Audio Search, is fast, it's efficient, and it works!
Speec
h Analytics
In today’s highly-competitive market-place every customer interaction with your organisation says something about your brand. Can you guarantee that all your voice interactions are truly consistent with your corporate communications and compliance guidelines?
Imagine having the capability to understand how each of your agents was performing, on a daily basis, so that you can reward high performers and prioritise training requirements. And, equally, being able to proactively respond to customer concerns before they become issues...
The Aurix phonetic audio search engine that is embedded into ContactWorld makes this vision a reality. It provides daily feedback on potential compliance issues by allowing you to evaluate up to 100% of your recorded calls, compared to around 10% afforded by speech-to-text solutions.
Benefits- Monitor 100% of call recordings for compliance - but without listening to all (or just a statistically-based number of) recordings
- Find a given recording in seconds. There's no need to listen to the whole recording, we'll find any recording that includes the phrase you want to find. This includes search by agent or caller conversations.
- Optimise agent performance by finding agents that are not intelligible, or forget to say certain key phrases, or miss selling opportunities...
- Find anyone who uses inappropriate languages
- Based on phonemes (basic speech components similar to syllables) not a dictionary of expressions. This means anything you can type can be used as a search term.
- Exceptionally quick - when we demonstrate everyone is stunned at the speed. It takes seconds to find expressions buried in months of recordings
- Insensitive to variations in accent.
- You can set confidence levels to avoid triggering excess 'false positives'.
- Delivered as a service - no hardware is needed, there's no software to buy, to integrate or to maintain.
- Pay-as-you-go business model with pricing that is easily affordable
Application examples
Searching for target phrases entered as text in voice recordings, examples include...
- find recordings that include a target name "John Smith", "Elvira Madigan", "Xiaobin Lee", "Mrs Pappadopoulis"...
- find recordings with expressions "Ford Mondeo", "Aston Martin DB9", "Mainland Greece", "you promised", "I promise", "I agree"....
- find recordings with unhappy callers: "I am very angry"
- find recordings with numeric statements: "I want 59 copies"
- find recordings with inappropriate language
- find recordings with "Can we speak in private?"
In say, man-months of recording you'll find any recording in minutes- and the recording playback will start at the beginning of the expression. IMAGINE THE TIME THAT WILL SAVE!
Search for recordings that DO NOT include compliance statements
- "interest rates may vary between ... and 15%"
- "you may cancel at any time in the next ... days"
- "is there anything else I can help you with today?"
- would you like to complete a questionnaire?
This is ideal to check all recordings for compliance - previously this may have been done by you for around only 10% of your recordings, now you can check up to 100% of all recordings, and for 100% of each recording!
Check agent speech intelligibility (by asking the agent to say given expressions that the speech engine later ranks as having low confidence you can objectively select agents that are not understandable)
Check for phrases that could signal a cross-sell or contain market information on a competitor
- "ACME Insurance....is more expensive"
- "Do you sell widgets?"
- "cancelling my contact..."
- "ACME is rubbish"
Monitor calls in real-time or search archives. Calls can be searched seconds after the call has ended.
In today’s challenging customer contact centre environment your customer service representatives spend the majority of their time dealing with complex and time-consuming calls. So it is ever more critical that they handle these calls according to your corporate guidelines. Can you be sure that they are following call scripts precisely to optimise effective call resolution, first time, every time?
In addition, contact centres across many sectors are dealing with increased regulation, creating the need to monitor potential compliance issues, and resolve these swiftly, before they escalate into serious problems.
These challenges apply to contact centres of every size. The ContactWorld phonetic audio search engine provides a scalable solution, with applications tailored to the needs and budgets of both large and small contact centres. And, because it is based on an open architecture, it can co-exist easily with your existing contact centre IT infrastructure.
Designed for huge volumes of recordings
Unlike speech-to-text systems, which can only monitor a small sample of recorded calls, our phonetic audio search engine can handle much larger volumes of audio data, providing a birds-eye view of the entire contact centre operation. This is coupled with the ability to deep-dive into individual recordings, to gain valuable insights into handling of compliance issues and individual agent performance. Speech Analytics provides valuable productivity savings since users don’t need to listen to the whole call; the recording can be started at the precise point a word or phrase is used.
Our solutions provide daily indication of potential compliance issues, so that pro-active action can be taken, from both an agent and a customer perspective. And, because extremely high volumes of calls are reviewed, contact centres can easily demonstrate that they have taken all necessary steps to meet regulatory compliance requirements. A complete audit trail of all calls is available in the event of a dispute with a regulatory authority or customer.
Agent Optimisation
Using Speech Analytics, the training needs for your high and low performers can be quickly identified. Supervisors can allocate resources according to the skill-sets of individual agents, resulting in improved service where it is needed most.
A Market Research Tool
Speech Analytics allows you to react more quickly to dynamic market conditions and competitor activity, providing valuable feedback for sales and marketing teams by analysing response to campaigns and spotting which are delivering the best returns or where immediate action is needed. By listening to customers and understanding what their opinions really are, organisations can monitor how their brand is perceived, providing valuable and reliable business intelligence to steer corporate decision-making.