Voice-to-text Analytics and Sentiment Analysis

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Client challenges

Project scope

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.

Solution

Speech-to-text Engine

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.

Benefits

operational
Optimized performance

Optimized performance of customer service issues

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Accurate analytics

Accurate sentimental analytics on the text data enabling appropriate further action

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Call center

Improved call center staff and performance management

 

 

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