Speech Analytics – AI-powered conversation analysis in Contact Centers
Speech analytics software using LLM in a contact center environment is an advanced tool that supports the achievement of key business objectives.
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. Improving the quality of customer service
(CX — Customer Experience)
(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. Improving the operational efficiency of the 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. Supporting regulatory compliance
(compliance monitoring)
(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. Supporting strategic and product decisions
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. Reduce consultant turnover and increase their engagement
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. Customer Personalization and Retention Support
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.
