Speech Analytics

Who should read this article: Administrators, Supervisors

Use AI to analyze call recording transcripts and label them according to keyword usage and topic and score them according to conversation rating.

Introduction

Voiso's Speech analytics suite uses Artificial Intelligence (AI) to process and analyze call audio recordings. Speech analytics is applied to the following features:

• Keyword compliance
• Conversation scoring
• Topic identification

Enabling Speech Analytics

Administrators should follow these steps to set up the Speech Analytics feature:

1. In the Voiso navigation menu bar, navigate to System Settings > Speech Analytics. Scroll down to the Speech Analytics section:
   
   1. Select Identify language automatically or select individual languages.
   2. Specify minimum call length for transcription using the Transcribe calls with talk time over, sec field. Use this setting to avoid recording short calls where retaining a transcript might not be critical.
2. Set up Keyword groups, a classified list of keywords to be highlighted in call transcripts and reports according to your business needs. In the Voiso navigation bar, navigate to Administration > Keyword groups.
   1. Refer to Managing Keyword groups for information about using the Keyword groups page.
   2. Refer to Adding keyword groups for information about adding new keyword groups, including importing a CSV file of your custom keywords.
   3. Refer to Deleting keyword groups for information about deleting keyword groups.
3. Optionally, you can replicate call recordings and analyzed transcripts to your Amazon S3 bucket for further analysis outside of Voiso. Refer to Call Recordings Replication to S3.
4. Configure the Topics feature to review conversation topics in the CDR.

Enabling Speech Analytics for a user

After you have enabled Speech Analytics in your contact center and created your keyword groups, enable Speech Analytics for specific users by using Security Access Groups.

Create a new security access group, follow these steps:

1. From the Voiso main menu, navigate to Administration > Security access groups.
2. Click Add access group.
3. Select the privileges for the new group.
4. To enable Speech Analytics, enable the Enable Transcriptions with Analytics.
5. Click Save.
6. Assign the new security access group to specific users.

Use Case: Call transcript review

You can replicate call transcripts to your Amazon S3 bucket for use outside of Voiso. Refer to Call Recordings Replication to S3 for information about setting up this feature.