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Call centers, customer service teams, quality assurance managers, and businesses wanting to improve customer experience through voice data insights.
The software records calls and uses speech-to-text technology to convert voice data into text. It then applies natural language processing to identify key topics, sentiments, and trends. Managers can review flagged calls and generate reports to guide training and improve service.
Yeah, it uses sentiment analysis to pick up on positive, negative or neutral emotions in customer conversations.
Yep, some software can analyze calls live and send alerts if certain issues or keywords come up.
Many tools do, but support varies by provider, so you gotta check if your language is included.
Accuracy depends on audio quality and accents but generally it's pretty good, often above 85-90%.
No way, it's meant to support agents by providing insights, not replace human interaction.
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