With the Speech Analytics workflow enabled, you can define specific keywords that you are interested in to be highlighted in your conversations. Our speech to text tools will transform your call conversation into text and this workflow will locate the specific keywords you predefined and produce data for you based on these specifications.
This will help you understand the behaviour of callers and agents alike, as well as provide you with valuable data regarding the content of your calls.
To enable this workflow, simply go to the Dashboard in your account, click on the Workflows menu, select Workflows and request Speech Analytics. (This only needs to be done once and only if it is not done before). This will send a ticket to our support team that will enable the Workflow for you as soon as possible. In the screenshot below the Speech Analytics Workflow is already activated, this is not the standard. Note that your agreement must include this workflow in order for you to use it.
When you have got an email saying the integration has been enabled you can go to the workflows site again and click on Setup. Then select Edit to start preparing this workflow:
Step 1: Call recordings: Our workflow will check if call recordings are enabled (if not, they'll need to be activated before moving forward, don't hesitate to contact Support if you need help).
Step 2: Multi-language support built into the workflow. Select the language spoken in your calls: English for UK, US or Australia, German, Spanish for Spain or Chile, Portuguese for Portugal or Brazil, Italian, Swedish, French, Dutch, Japanese, Chinese and Mandarin (Simplified Hong Kong) at the moment. Please note that if you are using multiple languages, you need to make sure they each have a segment assigned to each workflow. See more on segments here.
Step 3: Add different categories in this workflow (you can add Keywords later in each category)
Step 4: Here you will be able to define the Agent keywords, to be added in each of the categories selected in the previous steps. These are the words that the analyst will look for on the Agent's side of the conversation.
Step 5: You can add the keywords for the caller here.
Step 6: In this step you can rank the different categories you selected and the keywords. Categories need to get ranked (in case two or more categories get the same amount of keywords detected).
Our system will automatically categorise the calls based on the different keywords selected in this workflow.
Any questions, feel free to reach out to our Support team!