Key Trends of Speech Analytics to Watch in 2022

Trends of speech analytics help in customer interactions to drive revenue in the future

Speech analytics refers to the process of identifying and analyzing live customer calls or voice recordings with the help of speech recognition software in order to find useful and valuable information and serve with quality assurance. Speech analytics also cater to the process of identification of words and analyzation of audio patterns to sense stress and emotions in a speaker's voice. 

This technique is often used for the customer interactions that take place in call centers. It is used to identify certain things like the mood of the caller, the reason for the call, products mentioned during the call, etc. Real-time speech analytics tools can also be used during a customer service call in order to provide scripted calls which are based on previous calls about parallel issue. Based on the caller's tone or modulation, it also alerts the supervisors when a situation is needed to be taken care of. 

Top trends of speech analytics in 2022:

• Speech analytics helps organizations automatically monitor the recent and historical voice conversations
• Speech analytics technology helps in revealing the reason for customer issues or concerns, resulting in increased sales as well as improved customer satisfaction.
• Speech analytics help companies understand the changing requirements.
• Speech analytics tools help organizations work on unstructured data acquired from customer interactions. 
• Speech analytics caters to enhancing the experience of customers and gaining a competitive advantage.