It’s important to deploy a team of experts equipped with sound business knowledge to manage the speech analytics process. Equally important is the attention to detail during implementation.
The following stages should be carefully planned and executed. To know more about Call Center Speech Analytics or Voice Analytics visit Callcriteria.com.
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Building a Speech Library: A content audit to build a comprehensive speech library is the first and most critical step in implementation. This requires listening to hundreds of calls to gain insights into the real ‘voice of the customer.’ The audit helps capture the actual phrases used during customer interactions. These inputs can be used to create relevant categories in the call library.
Setting Confidence Level: The confidence level for a keyword or phrase reflects the degree of certainty required of the speech engine to recognize them. Confidence levels can be set for each word or phrase in the speech library.
Auditing and Fine-Tuning: Ongoing auditing involves listening only to that part of a call containing the identified phrase. This exercise is carried out to compare actual words spoken during the conversation with words identified by the speech engine. In case of an erroneous identification, the system is fine-tuned to avoid such errors in the future.
If airlines plan meticulously and execute the implementation skillfully, speech analytics will give them the required return on investment within a short period of time.