The rise of Big Data has shown just how valuable information is to businesses today. Insight into consumers and their behaviour is showing companies how to improve their business practices in order to retain their existing customers and attract new ones. Voice data has previously been excluded from the Big Data conversation but technology is now able to interpret speech, enabling companies to mine their calls for valuable information. With customers continuing to pick up the phone for assistance, access to this data is an important breakthrough creating a new field of analytics: speech intelligence.
Speech intelligence was initially only affordable for larger enterprises that could invest the CapEx required to install proprietary solutions but the introduction of software as a service (SaaS) solutions, deployed through service providers, has democratised speech intelligence.
Speech intelligence software most commonly transcribes audio into text to enable searches, and can even go beyond the words themselves to identify the mood of the caller through tone of voice and speech patterns. The searches and automated processes that can be implemented through speech intelligence open up limitless potential for business development, particularly in customer service. By combining processing techniques used in Big Data with speech analytics, companies can uncover important insights into their customers.
Zoe is a collection of speech intelligence modules that includes Smart Search, which will be followed by Keywords and Sentiment at the end of 2017. Zoe can analyse and evaluate recorded conversations to establish the emotion of the caller, and search calls for specific words, phrases, or characteristics. This functionality can be used to identify recurring issues and opportunities for business development, and can track trends in customer behaviour.
Zoe has democratised speech intelligence and made it accessible to small businesses, and even single users, with an affordable monthly subscription. Zoe is deployed through Dubber’s API, allowing it to be easily integrated with a variety of other applications. Through the API, users can create their own custom applications of the functionality to realise limitless use cases.
Smart Search allows users to search their recorded calls using a variety of metrics from date and location to specific words, phrases, or sentiment. Any calls can be searched, regardless of whether they were originally recorded with Dubber, so Smart Search can be implemented as a stand-alone service.
Keywords enables users to track specific words and phrases across their captured communications and jump to the point in a call when the word or phrase was spoken. These words can be tagged to be automatically highlighted in future recordings and automate actions in other applications through Dubber’s open API – opening up limitless potential use cases.
Sentiment identifies the emotions of speakers through a recorded conversation by measuring speech characteristics such as tone of voice, speed of speech, pauses, interruptions, and certain phrases that express emotion. These indicators create a detailed understanding of a caller’s mood throughout the conversation and enable Sentiment to provide users with a report that assigns the call with a positive or negative score.
At the core of Dubber is an open API, which allows Zoe’s features to be managed through the Dubber portal, a custom portal, or directly through the API. Zoe’s deployment through Dubber’s open API allows it to integrate easily with other applications, such as CRM systems, enabling data to be automatically transferred to third party applications such as Salesforce or Microsoft Dynamics.
Zoe has democratised speech intelligence with its open API and availability as a subscription-based service. Where once only large enterprises would be able to invest in speech intelligence, businesses of any size can now benefit from the insight that Zoe can provide. Zoe’s deployment as native cloud SaaS makes it a flexible solution that can adapt to businesses of any size, without the need for any additional hardware or software installation. With calls stored in the cloud, they can be quickly and easily processed.
Previously excluded from the Big Data conversation, Zoe’s analysis of voice data opens up a world of insight that can be gained from the study of recorded calls. Now companies can truly listen to their customers.