How Does Speech Analytics Work?
“Analytics” is one of the most popular buzz words in customer service today. At last count, there were 40 vendors promising to deliver some level of analytics, with everything from real-time “next-best-offers” for your agents to business intelligence tools. Speech analytics is a specialty area within this large and complex landscape, and uses speech recognition on recorded calls to help monitor agent performance and measure customer data and feedback. Anatomy of a Call The first step in making this technology work is good voice quality. Traditional recording systems compress speech dramatically in order to save space. This is often a factor of six over “uncompressed speech” and makes speech recognition rates plummet. To address this issue within speech analytics technology, recordings are usually made at full uncompressed rates. The next critical element is “grammars.” Grammars are the data used by speech recognition to decide how to recognize words and phrases. Because this technology
