Customer experience solutions provider Clarabridge today introduces Clarabridge Speech, a product it claims can divine customer intelligence from customer phone calls with the same detail its other solutions analyze social media, chat, and email. The new product is the result of a partnership with speech recognition company Voci and was beta tested with companies in financial services and telecommunications.
“A lot of companies record customer calls, but use them mostly for training call agents. Few use them for real analytics,” says Clarabridge CEO Sid Banerjee. “Working together with Voci, we now have the ability to analyze large amounts of data from calls and isolate the drivers of loyalty and customer satisfaction.”
Voci’s technology brings real-time, high-variable transcription to the process that Clarabridge uses to analyze customer phone calls in much the same way it sifts through comments on social media or via texts. “We have programmed the transcriptions to detect voice volume and sentiment words so that we can measure the level of emotion,” Banerjee says. “We’re able to identify nuances in calls that we weren’t able to get at before.”
Clarabridge Speech transcribes and automatically analyzes complaint calls, service calls, phone-based market research, and after-call surveys. The data derived from those is combined with the notes of call center agents and other customer data and categorized to client specifications.
Banerjee noted, for instance, that its telcom tester focused the system on customer care regarding new cell phones, while the financial services company used it to track good business practices and consistent messaging about new products.