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Technology: Audio Analytics
Beyond speech, audio reveals emotions, behaviors, and trends, driving better decisions.
Goal
- To identify anomalies in customer-operator interactions.
- To identify factors affecting customer satisfaction .
- Behavioral analysis of Customer and Operator.
Technique
- Audio processing, Audio Diarization, Speech to Text, Text translation, Sentiment Analysis, Topic Modelling.
Impact
- Improvement in CSAT and reduced customer complains.
- Identify most frequently inquired new requirements by the customer.
- Early warning for customer issues and proactive corrective actions.
- Better operator performance
