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Ai conversation transcript10/4/2023 This process can also be automated by using AI (Artificial intelligence) and ML (Machine Learning). It’s important to realize that with Conversation Intelligence, while still analyzing the speech, is now also analyzing the conversation as a whole and the sentiments involved. Let’s shift gears a bit and dig into Conversation Intelligence. This can be useful for managers or supervisors as it can help indicate gaps in performance, ultimately allowing managers to spend less time digging through data and more time solving those issues. It’s becoming more common for AI (Artificial Intelligence) to analyze each word or phrase to identify specific instances of key words or phrases. From here, the customer conversation can be analyzed for specific things. This can be done in real-time or at any point after the call is recorded using the call recording. Call transcription can be done manually but advances in ASR or Automatic Speech Recognition Software facilitate full automation of this process today. Often this is done in the context of a business phone call with a contact center or call center. To begin our journey into the difference between Conversation Intelligence and Transcript Analysis, we’ll take a look at Transcript Analysis, also referred to as Speech Analysis.įirst, you take a conversation and transcribe it into text. Do you know the difference between Conversation Intelligence and Transcript Analysis? The waters are quite muddy here and the terms are often used interchangeably however there are differences between the two terms and we will explore those terms and how they’re different but also how they might work together to achieve your goals.
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