Speech Analytics

Speech Analytics

Gather customer insights by analyzing intonations, sentiment and intent of conversations, either by text or voice.
Speech Analytics

Intro

Time to understand your customers.

Verbio Speech & Text Analytics solution extracts information from dialogues, users and processes and actionable insights about what has been said, who said it and how it has been said.

 

Every interaction by voice channel or channel is analyzed in real time to generate valuable reports, notifications or alarms about critic situations and finally it will be possible to understand the reason for complaints of your customers, monitor the quality of the service offered and ultimately calculate experience satisfaction of each interaction.

 

With the power speech recognition engine merged NLU, you will finally assure the quality of the attention in contact centers, or the emotional state, helping your team to deliver memorable experiences.

Characteristics

Verbio Speech and Text Analytics are composed of several modules that analyze and monitor conversational data and assure quality levels, categorize intents of calls and the claim root cause, suggest the most successful sales strategies or understand whether procedures and policy are followed or not.  

Multi-channel
Any type of conversational interaction can be analysed, whether it’s by phone, email, chat or social media channel.
Machine Learning
Cutting-edge technology based on deep neural networks (DNN) used for voice sensors (agent/client separation, holds, age, gender, emotions…),speech recognition (CSR for transcription), or knowledge extraction (NLU).
Real time
Seamless integration with real-time interactions monitoring systems and generates notifications or alarms at the same time these events happen.
Custom satisfaction analysis in real-time

Custom satisfaction analysis in real-time

For inbound customer support where a supervisor is required to resolve a conflict, Verbio Speech and Text Analytics solution works in real-time listening and monitoring calls and when a client shows disagreement or complaints, triggers an alarm received by the supervisory team. The agent’s supervisor can then get in the call and suggest the agent some actions to redirect the situation.

At the end call, Verbio Speech Analytics analyses in detail all the causes that triggered the dissatisfaction on the customer, the root cause of the call and other quality metrics.

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Improve efficiency of outbound campaigns.

Improve efficiency of outbound campaigns.

During Outbound campaigns, Verbio Speech Analytics determines which are the levers to increase the sales ratio, analysing thousands of calls not only to verify the alignment to the sales script by the agents, but also to understand and define in which circumstances it is more likely to close a sale or which actions have a direct impact on the end result.
With all this information, you could extract the key points of the process and apply any important improvements.

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Email service for customer support

Email service for customer support

For Incoming e-mail customer service and ticketing, where is necessary an initial categorization of the interaction to refer to the appropriate group of agents.
Verbio Speech & Text Analytics scans all incoming e-mail and determines the root cause to extract the most relevant related entities, performs a hand over of the interaction to the group of agents with the necessary skills, indicating the typing automatic performed, as well as the extracted metadata.

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