Art Of Speech Analytics

In Speech analytics is kind of art in which we have to put all the past experience and all the product knowledge to get the best outcome .

In order to understand the speech analytics we need to understand the use of phrases .

In simple language Phrases are additions of words which is used most frequently on the speech records.

Building Queries-

In order to build the queries we have to use the best combination of phrases and operator .

Queries are build by research according to need of the category that has been created within the speech analytics tool to help an end user.

While building the query we can also used filter like FIRST , LAST

i.e. hit in the first 120 seconds of a call or to only hit on the agent or customer .

Query building is like making a food with right quantity of salt - the process requires perfect dilution of salt in the food to get the good taste .

Query development consists of the following:

Use the operators-

After research we used some operators with expressions.

Let's discuss something about the same process. This process can vary depending on the speech analytics software. Most of people who worked in speech analytics are well aware of terms "Confidence rating " . In different analysis confidence rating terms achieved by different ways .Some institutes use manual approach to achieve it however some institute used to build up some model for the same .

In simple words confidence rating is something which is used to know the occurrence or a feel of particular phrase while doing the research (ad hoc search).

Once we get the best phrases to build the query we used logics against it with the help of operators and expressions .

Use of logic is special and simple language that the speech analytics tool uses to determine when it needs to hit for a particular keyword or phrase to categories the data for further studies .

Validation-

Validation is the crucial part for the query builder because with in validation we all can know how a query is performing on a particular data set.

To understand this we need to understand the validation process when the building of query would be done then the query builder will submit their query for validation and the requirement of the queries can vary as per program or as per the need of the client or any business . If the query passes it moves on to the production phase, however if the query fails then it’s back for the rework.

Implementation/Production phase -

When the query passes validation then it goes for Implementation/production phase. It means that new query is ready to go live in your tool for best out come as per the need of end user and get the filtered report against it. The method of how a query is introduced into the live environment varies on the speech analytics tool but for the most part there is a weekly maintenance period where the session is copied and updated so that new and old calls can ingest against the new query.

The query building process is kind of art which can be develop with patience and right set of approach. These queries helps an organization/Institute to get a required category of data to analysis further .

Queries help end user to get deep dive into the data and pull out some insights from it which is required to improve the services or the product with any organization/institution.

In next article i will define the different models which are being used while doing the Validation.