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Speech Analytics is a subset of Natural Language Processing (NLP) that focuses on the analysis of spoken language. It is used to extract insights from audio recordings, such as customer service calls, to gain a better understanding of customer sentiment and behavior. Speech Analytics can be used to identify customer needs, detect customer dissatisfaction, and measure customer satisfaction. It can also be used to detect fraud and compliance issues.
Speech Analytics is used by a variety of industries, including customer service, healthcare, finance, and retail. It is becoming increasingly popular as businesses look for ways to improve customer experience and increase efficiency.
Some companies in the Speech Analytics market include Verint, NICE, CallMiner, Avaya, Genesys, and Calabrio. Show Less Read more
