Deploy Speech Analytics & Conversational AI

It depends on your industry and level of variance that can create noise in data. Start out with simple conversation segmentation and then as your sample size builds you can implement data cleanup to pick up useful and actionable signals.

Keyword spotting refers to identifying specific words in a conversation. To identify a keyword, recorded audio gets transcribed using artificial intelligence (AI) based speech recognition tools. Once a written transcript becomes available, it is a relatively straightforward task to ‘spot’ specific words.

Conversational Analytics, as the name suggests, analyzes conversations for the purpose of ascribing caller’s intent. For example, if historical data suggests that a large cohort of callers use a specific order of words or synonyms of words before eventually placing an order/booking, such a profile of callers can be classified as an ‘Opportunity.’ You can use those identified words to sift through conversations from new callers in real time to find new opportunities on which your sales team can focus.

Yes, AvidTrak captures a variety of data that can be cross-referenced and aggregated to provide a composite picture of campaign performance and contact center execution. You can schedule reports to run daily, weekly and monthly.

Yes, AvidTrak can deliver the audio recording to third party conversation analytics specialists.

We charge per minute of conversation. See our pricing plan for further details.