Speech analytics has evolved from analyzing recorded conversations to analyzing data from multiple digital channels in real-time. Artificial intelligence is now a central component, enabling faster insights from a much larger pool of information that includes not only voice but also text, images, and videos. These advances empower contact centers to identify customer sentiment and tailor responses dynamically, resulting in enhanced operational efficiency and customer experience.
Convoso CPO and Co-Founder Bobby Hakimi shared some insights on the topic and below is an excerpt from the article featuring his remarks.
“Speech and related analytics in call centers have advanced significantly, enhancing operational efficiency and customer experience,” agrees Bobby Hakimi, cofounder and chief product officer of Convoso, a provider of cloud contact center software.
“With growing use cases, modern systems now perform real-time sentiment analysis, identifying customer emotions to tailor responses dynamically. For instance, sentiment analysis tools can detect frustration in a caller’s voice, prompting the agent to adopt a more empathetic approach, thus improving customer satisfaction.”
AI analytic capabilities will also be more deeply entrenched in contact centers next year, Convoso’s Hakimi predicts. “The affordability and accessibility of these technologies are expected to drive widespread adoption. Companies will be able to dig deeper into call data, identifying trends and issues that impact call quality.”
Phillip Britt, “Speech Analytics Expands Beyond Voice”
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About Phillip Britt
Phillip Britt is a freelance writer based in the Chicago area. He can be reached at spenterprises1@comcast.net.
