Whitepaper

Can AI-powered speech analytics improve customer experience?

In this whitepaper, you will learn how to use the combination of speech analytics and artificial intelligence to enhance your customer experience.

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Monitor and evaluate the Voice of the Customer (VOC) with AI based Speech Analytics

One of the richest sources of customer data is call recordings, which contain insights spoken in the customer’s own voice. According to Gartner, phone calls are still an important channel for research and purchasing, with 70% of mobile searchers reporting they click to call directly from the search results to connect with a business.

Speech analytics, powered by artificial intelligence, helps today’s companies gain greater insight into customer issues, customer needs, and overall customer experience by analyzing large volumes of calls and applying rigorous analysis.

Inside the whitepaper

An 8 step approach to getting started with speech analytics
Speech analytics framework and approach
Speech recognition workflow design
Module based costing of a speech analytics solution
Speech analytics use case comprising of a standard research and development process

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About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.