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- Speech Analytics
CallFinder’s transcription engine uses intelligence gathered within interactions to scan calls for specific words (sentiment) and tone (emotion).
At its simplest, sentiment detection uses specific words and phrases to quantify the mood of a conversation. For example, if during a customer conversation the words “I’m so happy with my new…” are spoken, this indicates a positive sentiment, whereas the words “You’re not understanding my needs…” would be scored as a negative sentiment.
When sentiment analysis scores are compared across a selection of data, such as a date range, variable agents, and more, the data gathered can be used for a variety of benefits, including elevating the customer experience and improving agent performance.
Emotion detection analyzes acoustic features to determine if a series of utterances reflect emotions ranging from strongly positive to strongly negative. Any subtle change in intonation, volume, or tone of speech can lead to an emotion classification. Accessing and analyzing customer emotions is valuable to businesses because it allows QA Managers to monitor contact center performance, specific agent performance, and customer experience metrics.
To learn more about our speech to text and emotion and sentiment analysis solutions, contact us to schedule a demo or speak with a CallFinder speech analytics expert today!