Speech analytics

Okay kiddo, do you know what a phone is? Great! Sometimes people use phones to call big companies like banks, insurance companies, or retailers to ask questions or get help.

Now, imagine if the companies that you call could listen to your phone conversations and understand what you said. That's what speech analytics is all about!

Speech analytics is a fancy way of using a computer to understand what people say over the phone. The computer listens to your conversation and then tries to figure out what you are saying by using special software.

This special software can identify words, phrases, or even emotions that you use when you talk. For example, if you are angry or frustrated, the computer can detect it and tell the company. It can also detect if you're happy or satisfied, and the company can use that information to make things better for you.

The company uses speech analytics to help them learn what their customers want and how they feel about the service they provide. This helps the company to make changes that make their customers happy.

So, the next time you call a big company, remember that they might use speech analytics to understand what you say and to make your experience better.