1. What is Real-Time Speech Analytics?
Speech Analytics utilizes real-time natural language processing (NLP) and acoustic analysis to transcribe live calls, score customer sentiment, and highlight coaching opportunities for supervisors.
2. Key Capabilities
- Automated Call Summaries: Generates concise 3-bullet action summaries upon call termination, saving minutes of manual agent wrap-up time.
- Keyword Alert Triggers: Flags sensitive phrases like "cancel subscription" or "escalate to manager" directly on the supervisor dashboard.
- Sentiment Scoring: Tracks customer emotion trajectory throughout the call duration.