Recently Daniel Ziv from Verint was asked about his take on the speech analytics industry and how AI is driving significant advances. In this article from Speech Technology, Ziv and others discuss the advancements made in speech analytics technology in 2023, driven by the introduction of generative AI's large language models (LLMs). These advancements have led to faster and more accurate analytics, enabling real-time coaching, transcriptions, and summarizations. As a result, companies can gain deeper insights into customer behavior, trends, and sentiments, as well as improve marketing and sales strategies.
Key industry experts emphasize the transformative impact of AI on speech analytics, particularly in agent coaching, transcriptions, and call summarization. They note:
- The democratization of analytics, with AI is making it accessible to a broader range of users and streamlining processes such as real-time coaching and sentiment analysis.
- While AI enhances speed and accuracy, ensuring data security and proper training of LLMs remain crucial.
- Experts anticipate continued evolution in AI-driven speech analytics, with advancements in real-time analysis, sentiment analysis, and predictive modeling.
Read the full article here:
