Take a look at DigiDesk Speech Analytics

October 11, 2024

AUTHOR: Luke Porter

DigiDesk now uses Generative AI (Artificial Intelligence) to automatically transcribe voice calls and provide audio summaries after each call ends. These call summaries are automatically added to the Notes section in the agent’s desktop, reducing agent handle time and providing a useful history of previous voice interactions with the customer.

Another huge benefit to this service is to enable near real-time speech analytics. As it does with digital channels, DigiDesk can now use the audio summaries from each call to populate a range of text analytics. The audio summaries are shown in a comments style widget, with sentiment analysis, word clouds and trending keywords and topics:

This allows supervisors to track a summary of voice conversations as they’re happening throughout the day. All of the sentiment, keyword and word cloud widgets are ‘dynamic’ allowing users to drill down into key conversations and understand more about what is driving positive or negative sentiment and to analyse key topics in near real-time.

If you’re interested in how your organisation could benefit from automatic call transcription and audio summaries of every inbound and outbound call, please contact us here.