High quality voice data and automatic speech recognition technology is fuelling artificial intelligence and machine learning applications to deliver insights from voice communications. Through transcriptions trends in the types of calls being received and key word analysis can be utilised to support call handlers managing critical communications and improve process and workflows for incident management.
Fast & Accurate
Turn captured conversations into actionable, searchable assets through fast and highly accurate transcription.
Enhanced Audio Analysis
Transcripts of time stamped speech and call metadata with speaker separation provides a hugely valuable data set that can be exported, processed and analysed by a wide range of business systems.
Supporting Evidence Collation
Combining high-quality audio evidence with other digital assets enables organisations to leverage their digital assets and improve case resolutions.
Custom Language Support
Add regional, industry specific or custom terms easily to ensure accurate trend and call analysis.
Control rooms are a constant hive of activity, with agents handling high volumes of calls often containing difficult information and situations. Utilising transcribed conversations, automatic triggers can be assigned to key words within conversations to flag to Team Leads if an agent is having to handle multiple difficult conversations and help support them proactively and enable unscheduled breaks where needed.
Utilising the transcripts organisations can manage the welfare of control room agents alongside gaining an understanding of the patterns in calls received and utilise this information ad analysis to support workforce management and staffing levels to ensure sufficient frontline and control room staff.
Nuance Communications is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. Nuance delivers solutions that can understand, analyse and respond to human language to increase productivity.See how Nuance deliver the power of ASR
Speechmatics’ versatile automatic speech recognition technology, based on decades of research and experience in neural networks, is enabling world-leading companies to power a speech-enabled future.See how Speechmatics deliver the power of ASR
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