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Speech analytics

Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interactions with an enterprise. Although speech analytics includes elements of automatic speech recognition, it is…

Technology & Measurement

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Overview

Definition

Usability

Technology

Growth

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Map overview Semantic statistics

Speech analytics

Nodes18
Edges17
Triples42
Avg. degree1.89
Density0.111111
Components1

How this topic connects Entity context

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Speech analytics

Top relations

related to Technology · 16
Speech analytics → ASR, C4, C5, Extended, Hybrid, It, Large-vocabulary, LVCSR, Neural Network, OAA, Speech, SVM, SVM RBF Kernel, The, There, This
related to Usability · 8
Speech analytics → Information, Measures, Other, Precision, Recall, Speech, This, Where
related to Definition · 6
Speech analytics → Complete, In, It, Speech, The, This
related to Growth · 4
Speech analytics → IT, Market, North America, The
is a · 1
Speech analytics → process of analyzing recorded calls to gather customer information to improve communication and future interaction

Important terminology Word statistics

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Important terminology

speech analytics recognition customer used process information contact search recorded words measures accuracy basic calls intelligence technology performance uses results

Entity relationships Subject–Predicate–Object triples

SubjectPredicateObjectConfidenceSrc
Speech analyticsis aprocess of analyzing recorded calls to gather customer information to improve communication and future interaction0.90text
Precisioninstance ofOther uses include categorization of speech in the contact center environment to identify calls from unsatisfied customers.Measures0.80text
recallinstance ofOther uses include categorization of speech in the contact center environment to identify calls from unsatisfied customers.Measures0.80text
commonly used in the field of Information retrievalinstance ofOther uses include categorization of speech in the contact center environment to identify calls from unsatisfied customers.Measures0.80text
are typical ways of quantifying the response of a speech analytics search systeminstance ofOther uses include categorization of speech in the contact center environment to identify calls from unsatisfied customers.Measures0.80text
precisioninstance ofmeasures0.80text
recall can be used to directly compare the search performance of different speech analytics systems.Making a meaningful comparison of the accuracy of different speech analytics systems can be difficultinstance ofmeasures0.80text
word error rate are not always helpful in determining overall search accuracy from the user perspective.According to the US Government Accountability Officeinstance ofmeasures0.80text
Speech analyticsrelated to DefinitionSpeech0.60section
Speech analyticsrelated to DefinitionComplete0.60section
Speech analyticsrelated to DefinitionIt0.60section
Speech analyticsrelated to DefinitionThis0.60section

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