What was the first practical application of speech analytics deployed in contact centers?
Answer
Keyword spotting
The initial, practical deployment of speech analytics technology within contact center operations centered on the methodology known as keyword spotting. This technique was a direct adaptation of existing ASR capabilities, repurposed to scan the transcriptions of massive volumes of recorded conversations specifically to flag instances where predetermined words or phrases appeared. This allowed businesses to shift quality assurance away from subjective manual reviews or random sampling toward automated flagging, such as identifying mentions of competitors or mandatory disclosure statements.
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