What integration truly defined the major evolution of speech analytics beyond simple transcription tagging?
Answer
The integration of sentiment and emotion analysis
The fundamental evolution that elevated simple transcription tagging into robust speech analytics involved integrating capabilities for sentiment and emotion analysis. While keyword spotting answered the 'what,' sentiment analysis provided the crucial 'how' and 'why' by interpreting the acoustic properties of speech itself—such as volume, pitch, and rate of speech. This sophisticated layering allowed quality assurance teams to measure the actual customer experience, moving beyond mere script adherence, as analyzing vocal cues multiplied the analytical value of every flagged interaction.
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