SPARK Matrix™: Speech Analytics, Q1,2024
Speech analytics follows a structured three-step process based on its primary objective: processing, transcribing, and analyzing customer conversations. The processing phase involves incorporating conversations from recorded audio and voice-over-internet protocol (VoIP) streams, capturing agent details, customer information, and the timestamp of the conversation. Subsequently, speech recognition software transcribes the data, converting sound into text. To analyze human voice, speech analytics integrates advanced AI technologies, such as Automatic Speech Recognition (ASR), Natural Language Processing (NLP), Machine Learning (ML), transcription, and tonality-based sentiment analysis.
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