What is Speech Analytics?
Speech analytics is technology that automatically transcribes and analyzes recorded calls to extract insights. Using AI and natural language processing, speech analytics identifies keywords, topics, sentiment, compliance risks, and conversation patterns across thousands of calls—enabling quality management at scale that manual review can't achieve.
What Speech Analytics Detects
- Keywords and phrases — Competitor mentions, product issues, complaints
- Sentiment — Customer and agent emotional tone
- Compliance language — Required disclosures, prohibited statements
- Topics and categories — Call reasons and trends
- Silence and overtalk — Conversation flow quality
- Agent behaviors — Empathy phrases, proper procedures
Speech Analytics Use Cases
- 100% quality scoring — Evaluate every call, not random samples
- Compliance monitoring — Catch risks automatically
- Root cause analysis — Understand why customers are calling
- Competitive intelligence — Track competitor mentions
- Agent coaching — Identify specific improvement opportunities
Analyze every call. Platform28's AI-powered speech analytics provides insights at scale. Learn more.
AI-powered speech analytics
Platform28 analyzes 100% of calls for quality, compliance, and insights.
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