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Speech Analytics

Capture customer insights directly from sales and support calls, turning voice interactions into searchable text that’s integrated with your other feedback data.

Discover Speech Analytics | Chattermill Product Update

About this release

Chattermill’s Speech Analytics allows you to analyze support and sales calls directly within Chattermill, and unlock brand-new insights for your entire organization. Our speech-to-text technology converts audio files into structured text, which can be processed accurately and scalably by our Lyra AI NLP engine.

We’ve built Speech Analytics to help teams capture a 360-degree view of their customers - because customer insights go beyond just surveys and open text feedback sources. They’re found in sales calls, contact centre support calls, and user interviews too.

Speech Analytics allows you to transform these audio sources into valuable insights, combining with your other channels provides a comprehensive view of your customers’ journey. By analyzing calls from customers and prospects at scale, you won’t miss any important details, and you’ll spend less time sifting through transcripts.

Included in Speech Analytics:

Automatic Speech Recognition: Audio files are processed through Automatic Speech Recognition (ASR) technology to produce text from audio at high speed and accuracy.
Language detection and translation: Automatically identifying the dominant language in each audio file, Speech Analytics translates non-English text into English where needed, covering over 99 languages and dialects.
Post-processing for accuracy: Our technology refines transcriptions by correcting likely errors, normalizing spelling for brand or entity names, and standardizing punctuation. This additional layer of error correction improves readability and consistency in the transcript, as well as the accuracy of analysis.
Speaker identification: By assigning labels like "agent" or "customer" to each speaker, it's easier to identify who said what during multi-speaker conversations. This improves the clarity of the data, making it more effective in detecting themes and analyzing sentiment.
AI-powered insights: AI-powered summaries make it easy to identify insights from calls at scale, and to navigate within each call to where specific topics are mentioned.

Speech Analytics helps businesses with a range of use cases, from understanding customer support contact reasons, to identifying product issues, reducing customer churn and informing the product roadmap.

Note: Speech Analytics is available as part of a paid package only. Contact your Customer Success Manager or book a demo to learn more.