Intelligent Voice’s integration with Verint via the open transcription APIs allows Verint’s customers to achieve an improved customer journey and obtain additional insights when a call is recorded. Here are the main value-adds:
- Automated summarization of calls, regardless of length, provides a concise file note of telephone conversations. Quickly review previous interactions and save call handling time.
- Enable the ability to determine who was speaking when through automatic voice biometric attribution. Adds an additional layer of security and enhances metadata.
- Multi-lingual transcription ensures that all interactions can be analyzed correctly.
- Emotion analysis through voice stress goes beyond sentiment and enables pinpoint analysis of urgent issues – Angry customers versus Negative Sentiment
- Advanced Behavioural analytics – see how Agent behaviours impact customer behaviours. Quickly find out what works and what doesn’t.
- Through Video OCR, add more context to the transcription by recording the text content presented on screen-shares and videos.
Intelligent Voice® is a secure service enabling you to submit a wide-range of audio and video files for a range of identification and analytics processes, hosted by IV, or self-hosted by a partner.
AI-assisted, proprietary transcription and NLP technology converts your call data into actionable insights across multiple languages.
In-call speaker switching is monitored and displayed via advanced biometric diarization, and different languages are identified and transcribed, even if they change in the same call.
Both a human-readable summary and high-level “topics” are provided to give immediate insight into a call, as well as providing quick navigation to the most important areas of a conversation.
Sentiment and emotion analysis is applied to both individual speakers and call as a whole as it progresses, showing individual areas of concern as well as a holistic view of a call.
Custom lexicons and models, owned and maintained by the user themselves, enable post-call triggers and automations to be reliably driven based on the presence or absence of domain-specific language.
“Video OCR” allows text to be scraped and analyzed from video meeting.
All capabilities are available for both mono and stereo recordings across a range of 25+ American, Asian and European languages and dialects.
ISO 9001 & 27001 accredited
.
.
Want to know more? Watch Intelligent Voice on our Marketplace Showcase Webinar series here:
