Speech analytics in call centers (CROSBI ID 638400)
Prilog sa skupa u zborniku | sažetak izlaganja sa skupa
Podaci o odgovornosti
Dropuljić, Branimir
engleski
Speech analytics in call centers
Some of the main advantages of using speech analytics in call centers are described in this presentation. According to experts, speech analytics is one of the fastest growing segments of the call center technology market. Companies can take action on unstructured audio data from customer interactions with the call center agents and gain rare insight about the customers. Various things like emotion and stress in a customer’s voice, the reason for the call, the satisfaction and engagement about the products mentioned and even the probability of churning can be estimated using speech analytics software. Generally speaking, companies can quickly identify a customer's needs and expectations, and work to meet them. Customer’s experience can thus increase and a company can consequently achieve significant financial benefits.
speech analytics; call centre; emotion recognition; stress analysis
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Podaci o prilogu
2016.
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objavljeno
Podaci o matičnoj publikaciji
Podaci o skupu
DATA SCIENCE MONETIZATION 2016 ZAGREB CROATIA
predavanje
13.04.2016-14.04.2016
Zagreb, Hrvatska