| Developers: | IT of the Solution (Voysi of Voisi) |
| Technology: | Call centers, cybersecurity - Biometric identification, Speech technologies |
Voisi Speech Analytics is the system of speech analytics. The program for automatic interpretation (transkribation) of an audio recording of a conversation and formation of its full text interpretation, further analytics and processing of the received interpretation.
The technology of speech analytics is a rational solution for contact centers which conducts continuous monitoring of quality, provides useful and efficient data for the company, carries regularly out the analysis of customer satisfaction, traces percent of repeated addresses.
2019: Medium accuracy of automatic interpretation — 80%
According to information for October, 2019 the Voisi Speech Analytics program allows to carry out full text interpretation of a talk (medium accuracy of automatic interpretation — 80%), automatically to create dictionaries for full text interpretation (after adaptation of the dictionary the medium accuracy of interpretation — over 90%).
Except a call recording, the Voisi Speech Analytics program allows to analyze text communication channels — e-mail, chats and to carry out monitoring of social networks.
Voisi Speech Analytics automatically checks compliance of the speech of the operator to a script and the check sheet, supports First Call Resolution and Average Handling Time, defines the calls indicating risks of loss of clients, automatically determines silence, silence, hecklings, emotional coloring. Also in the program there is a function of voice biometrics.
According to developers, implementation of Voisi Speech Analytics allows to increase business performance thanks to constant control, automatic analytics of all calls and identification of problems in work of contact center. Scopes of technology of speech analytics are very extensive: retail, marketing, customer service, telecom infrastructure. Also treat features of the program the high speed of interpretation (40 hours of records in 1 hour) and low requirements to the equipment.
2018: Opportunities and scopes of Voisi Speech Analytics
Opportunities (for October, 2018):
- The automatic analysis of all telephone conversations and also records from smartphones;
- Full text interpretation of a talk;
- Analysis of a key word and compliance to a script;
- Detection of silence, hecklings and moods;
- Speech biometrics;
- Efficiency evaluation of operators.
Scopes of application and advantages (for October, 2018):
| Sphere | Application | Advantages |
|---|---|---|
| Retail | • Stimulation of purchase of goods | • Increase in income |
| • Segmentation of the customer base | • Reduction of costs | |
| • Determination of sales channels | ||
| Marketing | • Determination strong and weaknesses of a campaign | • Improvement of marketing programs; |
| • Determination of customer needs; | • Increase in a customer loyalty; | |
| • Formation of the ideas of new products; | • Development of the personalized offer for clients; | |
| • Determination of trends of the market | ||
| Customer service | • Collection of information; | • Service quality improvement; |
| • Analysis of basic reasons of calls; | • Increase in a customer loyalty; | |
| • Response and assessment of clients; | • Service reduction of prices; | |
| • Determination of dissatisfied clients; | • Reduction of repeated calls; | |
| • Identification what operators need training | ||
| • Reduction of volume of non-core loading of contact center and number of unproductive telephone conversations of operators; | ||
| • Increase in efficiency of control service of quality and analytical business divisions of the organization; | ||
| Telecom | • Setup of automatic monitoring of competences of the operator and carrying out the analysis of his ability to carry on a conversation, knowledge; | • Creation of model of "qualitatively serviced call"; |
| • Analysis of an emotional status and speech analytics; | • Service quality improvement; | |
| • Analysis of quantitative and time parameters of a call; | • Identification of demand for these or those company services | |
| • Analysis of lexico-semantic parameters of a conversation |
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