Pregled bibliografske jedinice broj: 830314
Speech analytics in call centers
Speech analytics in call centers // DATA SCIENCE MONETIZATION 2016 ZAGREB CROATIA
Zagreb, Hrvatska, 2016. (predavanje, nije recenziran, sažetak, stručni)
CROSBI ID: 830314 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Speech analytics in call centers
Autori
Dropuljić, Branimir
Vrsta, podvrsta i kategorija rada
Sažeci sa skupova, sažetak, stručni
Skup
DATA SCIENCE MONETIZATION 2016 ZAGREB CROATIA
Mjesto i datum
Zagreb, Hrvatska, 13.04.2016. - 14.04.2016
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Nije recenziran
Ključne riječi
speech analytics; call centre; emotion recognition; stress analysis
Sažetak
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.
Izvorni jezik
Engleski
Znanstvena područja
Elektrotehnika, Računarstvo, Informacijske i komunikacijske znanosti
