Speech-analytik

Software speech analytics using the LLM in the environment contact center is an advanced tool to support the realization of key business objectives. By analyzing the content of conversations between consultants and clients — both in real time and retrospectively — it is possible to achieve measurable benefits in the areas of operational efficiency, quality of service, regulatory compliance, and business strategy.

01. Zwiększenie jakości obsługi klientaImproving the quality of customer service
‍(CX — Customer Experience)

Key actions:

Automatic generation call quality cards (quality scorecards) based on established criteria (e.g. tone, script compliance, response to objections)

Detection of emotions, customer dissatisfaction, interruptions in conversation, verbal aggression

Indication of critical moments in the conversation (e.g. “escalation triggers”)

Business Benefits

Standardization of quality assessment

Faster identification of weaknesses in the service process

Personalized training of consultants

02. Podniesienie efektywności operacyjnej contact center

Key actions:

Automatic analysis large volumes of conversations no need for manual listening

Create statistics and KPIs based on conversations (e.g. average service time, number of escalations, degree of case completion)

Detection of recurring problems that can be automated or redirected to self-service

Business Benefits

Reduction of quality control costs

Streamline routing processes and chat scripts

Optimize training and resources

03. Wspieranie zgodności z regulacjami
‍(compliance monitoring)

Key actions:

Verification that consultants apply the required legal formulas (e.g. GDPR consents, information clauses)

Detection of unauthorized promises or erroneous information

Identification of legal risks or abuses

Business Benefits

Minimizing the risk of penalties and prosecutions

Auditability of consultants' activities

Increased trust from customers and regulators

04. Wspieranie decyzji strategicznych i produktowych

Key actions:

Aggregation Insights from conversations: e.g. frequently reported issues, questions about functionality, missing product options

Detect patterns and trends in customer behavior

Supporting marketing and product development teams

Business Benefits

Qualitative data without the need for NPS or focus group research

Identifying opportunities for product or communication innovation

Faster response to market needs

05. Redukcja rotacji konsultantów i wzrost ich zaangażowania

Key actions:

Objective and transparent evaluation of work

Feedback based on data, not subjective opinion

Identification of moments of emotional overload of consultants

Business Benefits

Increase team motivation and satisfaction

Shortening the adaptation cycle of new employees

Building a culture of open, data-driven communication

06. Wsparcie personalizacji i retencji klientów

Key actions:

Extracting customer preference information from chat history

Segmentation of customers based on tone, topic of conversation, level of engagement

Identifying customers at risk of leaving (churn signals)

Business Benefits

Ability to react in advance to the risk of losing a customer

Build tailored offers and recommendations

Better alignment of communication with the client's style

How to improve the quality of your contact center conversations with Speech Analytics

Speech Analysis helps you evaluate contact center conversations faster and more objectively. With AI analysis, transcription and quality card, teams can more easily draw conclusions, organize the assessment process, and support consultant development more effectively. See how it works in practice.

Speech Analytics - analiza rozmów wspierana przez AI w Contact Center

Speech-analytik

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