What is speech analytics?
Speech analytics platforms transcribe contact center conversations, extract topics and sentiment, and feed the results back into QA, coaching and product. Modern systems use LLMs and ASR fine-tuned for noisy phone audio.
Use cases
- Compliance monitoring (mini-Miranda, mandatory disclosures)
- Customer effort scoring
- Reason-for-contact analysis
- Sales coaching (objection handling, talk-listen ratio)
- Voice-of-customer feeding product roadmap