How AI Voice Analytics Enhances Contact Center Performance

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Gone are the days when contact center managers or supervisors had to listen in on calls to identify trends and issues. To gain deeper and more actionable insights into agent performance and customer sentiment, contact centers have started leveraging artificial intelligence (AI) voice analytics.

Instead of reviewing all call logs and interactions, which takes a significant amount of time, this solution analyzes a caller’s tone and sentiment using AI. As a result, companies make informed decisions more quickly, improving overall performance and enhancing the customer experience.

What is AI voice analytics, and how does it work?

AI voice analytics is a technology that utilizes artificial intelligence to analyze calls in real time. It combines automatic speech recognition ...