How speech analytics works
The IMOT.IO service recognizes speech, fresh angles on ai, data and personalization in cx it from background noise even in the most difficult conditions: speech analytics can be us at the checkout of a supermarket or a gas station. The technical basis for this is microphones with noise ruction and infrar motion sensors. But the service mainly works with telephony. Then the system converts mobile lead voice recording into text and launches an analysis of the speech patterns us. It is perform using two dictionaries:
- Global – universal, suitable for all clients.
- Local – develop for one area of business
The accuracy of text recognition during automatic auditing is 90%, emotions – 70%
Local dictionaries are creat separately for each company, taking into account the profile. By checking them, Speech Analyticsa identifies sales markers, specific terms, stop words, specific expressions and phrases. The result is a classification of calls – marking each conversation with tags that allow you to evaluate the work on establishing contact with the consumer.
Speech analytics allows commercial organizations to fully control their interaction with the target audience – quickly find gaps in communication, mark successful scripts, train employees.
For example, a store wants to increase sales – increase the conversion of callers into buyers. With the help of IMOT.IO, all conversations are classifi and as a result, conclusions can be drawn:
- See the difference in requests for certain product groups and adjust the assortment.
- Realize that employees rarely offer relat products – change motivation.
- To detect insufficient processing of price objections, conduct employee training.
- Identify employees who are uninitiative, rude, and “harmful” to the store and take action. Successful dialogues will also be not, and employees will receive incentives.
The accuracy of text recognition
during automatic audit is 90%, emotions – 70%. The time for deciphering one call is only 5 minutes, after which the analytics immiately appear in the report. For comparison: with manual work, the summary report is updat once a month. It is also worth noting that in the event of a serious violation, a notification about the problematic call will be immiately sent to the manager.
When using the automatic call control service, a business is not limit in the number of checks — in a few minutes, the program processes thousands of records of different durations. In each conversation, it marks key events, which allows you to isolate the necessary information. Markers and tags of key events are select and configur individually.
Information about a call that falls under a select tag is sent to the IMOT.IO interface or to Telegram (urgent notification). The interface allows you to divide calls into groups, generate a report bas on the criteria of interest: the number of calls with operator errors, statistics of successful sales, the dynamics of cold calls or requests from certain numbers.
