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Analytics

From the call center to the doctor's office, speech analytics extract useful information about the content or the speakers. See below for the latest speech analytics news, trends, and solutions.

Features

2022 State of the Speech Technology Industry

The latest developments and trends in seven important sectors.

The 2022 State of Speech Analytics

Analysis expands to new channels and use cases.

The 2022 State of Artificial Intelligence

Accuracy improves, but privacy concerns loom.

Call Recording, Transcription, and Analytics Find Strength in Unity

With these technologies, companies are achieving deeper alignment by trading point solutions for packages from one vendor.

Industry Voices

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

Customer Service Must Adapt to Expanded Touchpoints for Voice of the Customer Insight

Companies need to supplement traditional surveys with speech and text analytics. (Featured on SmartCustomerService.com.)

Using Purpose-Built AI to Manage Consumer Complaints

Artificial intelligence can identify interactions that contain complaints and suggest ways to mitigate them.

Speech Recognition - The Gaming Industry's Answer to Avoiding Fines

Speech recognition is processor intensive, but a well-engineered, highly tuned GPU-powered system can decrease costs and allow gaming companies to train the system to cope with customers' specific languages. 

Columns

Speech Prevailed in a Year of Incredible Turmoil

As we highlight in our annual "State of the Speech Technology Industry" report, 2021 was a very good year for the speech industry.

Enduring AI-Powered Retail Trends for 2022

Digital engagement will continue to enhance retail, both in the store and online.

Interaction Analytics: What’s Driving Adoption

IA solutions can identify the issues that are preventing good CX.

Real-Time Speech Transcription Spells Out Contact Center Excellence

This former nice-to-have is becoming increasingly critical for agent training.

Speech Technology Reports and Research

How to Choose the Best Speech-to-Text Engine

Sponsored by Speechmatics

The Ultimate Contact Center KPI Playbook

Sponsored by Observe.AI

Modernize the Customer Experience with Conversational IVR

Sponsored by [24]7.ai

The Ultimate Guide to Speech-to-Text Technology

Sponsored by Speechmatics

Analytics Companies and Suppliers