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Turning Audio Search andSpeech Analytics into Business Intelligence
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Insight from InteractionsTM
Business Intelligence is Hidden in Customer Interactions
Business Analyst
Customer churn
Campaign effectiveness
Competitive info.
Process issues
Service quality
Agent productivity
Enterprise challenges: Understand market and customer dynamics Improve business processes Enhance sales effectiveness Increase contact center productivity
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Enterprise?
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Insight from InteractionsTM
Adaptive Interaction Analytics: Business Impact Examples
Increased revenue by identifying missed opportunities by 10%
($2M annually )
Reduced direct-mailing inquires call volume by 30%
$200 increase in sales-per-hour per associate
Reduced total call volume by identifying calls associated with
new health plan groups by 5%
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Insight from InteractionsTM
The Technologies of Speech Analytics
Key Word Spotting
Phonetic Indexing
Transcription (Speech to Text)
Emotion Detection
Talk Pattern
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Insight from InteractionsTM
Comparing the Different Technologies
Technology
Processing Speed (analyzed recording hours
per server)
Search Speed (records in one
second)Accuracy Storage
Word Spotting High (360 hours per server)
Very High (> 1M)
High (80-90%) Very Small
Phonetics Recognition
Very High (~1700 hours per server)
Medium (60-500 calls in a second)
Medium- High (70-90%)
Large (1-4 times the audio storage)
Transcription Very Low (30-100 hours per server)
Very high (> 0.5M)
Medium (40-50% without fine tuning)
Small
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Insight from InteractionsTM
Going Beyond Technology Solutions – Introducing Adaptive Interaction Analytics
An automated, iterative, self-learning analytics solution that leverages customer interactions to identify trends, anticipate
opportunities and adjust processes to meet business objectives
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Insight from InteractionsTM
Adaptive Refinement
Extract Insights
InteractionCategorization Processing Modeling
Trends analysis Mining Root Cause Analysis
100% Interaction Analysis
Services levels
Sales effectiveness
Productivity
Customer retention
Business Insights Into
Adaptive Interaction Analytics Methodology
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Insight from InteractionsTM
Interaction Capture
Root CauseAnalysis
Category Manager Transcription
Data Mining
In-depth queries
Comprehensive Reports
Alerts
Phonetic Indexing
Emotion DetectionTalk Pattern
Other Technologies
Adaptive Interaction Analytics Buildings Blocks
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Insight from InteractionsTM
Why do certain products sell more then others?
100% Interaction Analysis
Processing & Mining
Focus on higher selling products
Interaction Categorization
• Product A• Product B• Product C
Modeling & Root Cause
Identify Successfulsales criteria
Refinement
Competitive
offerings
Product features Winning pitch
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Insight from InteractionsTM
Recap
There is a wealth of business intelligence contained in customer interactions
Technology point solutions are valuable tools but have limitations
Adaptive Interaction Analytics integrates the point technologies to: Enable 100% analysis of recorded
interactions
Reduce the amount of manual intervention required
Answer questions we don’t even know to ask
