Speech Analytics: automatic call analysis system with speech recognition

Many companies do not want or can not take into account the outflow of customers, which is due to poor support and poor performance of operators in the call center. Often the search for problems requires the...

Many companies do not want or can not take into account the outflow of customers, which is due to poor support and poor performance of operators in the call center. Often the search for problems requires the analysis of a large amount of data, and small companies simply do not have the necessary resources.

The cloud-based Speech Analytics allows you to analyze all calls to the support service without buying expensive equipment and expansion of staff. The system automatically evaluates 100% of calls and issues reports, with which you can determine the effectiveness of each employee, find problem areas and opportunities to improve communication with customers.

The co-founder of the startup Alexei Kondratenko says that the idea of such a service came to him when he himself had to contact the telecommunications company's support service. But he could not achieve a quick solution to the problem and eventually changed the provider.

Speech Analytics evaluates each call to the support service on a 5-point scale. The program calculates the final score based on the analysis of speech activity (interruptions, silence), quantitative parameters like waiting time and special dictionaries with trigger words (claims, offensive words, unfulfilled promises, words of gratitude, etc.). Customers can create their own dictionaries optimized for the needs of the company.

Also, the platform allows you to search for specific calls by keywords.

The system has a built-in report kit, which allows you to visualize the results of the analysis of calls.

Monetization of the product is carried out by issuing licenses for each operator and per minute payment of the traffic which is recognized through the system.

Since the platform is only a tool for working with calls, Speech Analytics provides additional services for complete analysis of conversations with customers, search for points for optimization and the formation of reports with personal recommendations to operators.

In the near future the startup team plans to implement a number of useful functions including monitoring the script of the conversation with the client, a standings table to increase the motivation of employees and improve their performance and evaluation cards for more subtle manual analysis of calls. Also, the service will receive automatic SMS alerts about important or problematic calls that will trigger on certain word patterns.