Voice-to-text Analytics and Sentiment Analysis
Our client is a US customer-facing firm who wanted to convert the voice calls recorded at the customer service desk to text and then perform sentiment analytics on that text.
Datametica built a speech-to-text engine for the client to capture the sentiment of the conversation in the data. Examples of detected sentiments are anger, sadness, fear, surprise, trust, anticipation, disgust, and joy.
Optimized performance of customer service issues
Accurate sentimental analytics on the text data enabling appropriate further action
Improved call center staff and performance management