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Text & Speech Analytics: Different Models for Different Use Cases

Dispelling the myth that out-of-the-box text analytics tools work the same on spoken conversations as they do on written words
October 01, 2019

 
Speech analytics platforms capture the pulse of customers and employees, enabling enterprises to extract a wealth of information from every engagement and improve the quality of care they are providing. With all the information now available, enterprises should be careful not to fall into the trap of treating text-based interactions the same as voice interactions. Each requires a different model.
 
Learn how you can gain the most value from your customer interactions with the insights found in this guide, including:
 
  • A head-to-head performance comparison of models trained on spoken communication versus text data
  • How AI and natural language processing (NLP) tools help overcome common challenges in speech processing and modeling
  • How multi-channel analytics enables comprehensive customer journey mapping
 
Download this white paper now to learn eight ways to make this transformation.

 
 

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