It takes several steps to convert the unstructured data trapped in the audio of recorded calls into structured data that can be searched and analysed. The first step is to import conversations from the source system (call recorder, VOIP stream) as well as the associated metadata, such as which agent handled the interaction, what day and time it occurred, and who the customer was.
In Speech Analytics the audio is then subjected to the speech recognition process, which converts sounds into text. Simultaneously, acoustic signals like agitation and silence are extracted, and text transcripts are normalised into a consistent format. If multiple channels for customer contact are used (email, chat, etc.), these nuances in the various formats must be addressed in order to use a single system and process for analysing the contacts. As a result, all types of customer interactions have a unified data view.
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https://cmitoc.blogspot.com/2022/07/speech-analytics-used-to-analyze-voice.html
