The takeaway: Voice analytics is being used to deliver better mental health services to veterans, showing how wide-ranging the technology has become.
As many contact center leaders have discovered, voice analytics have become an exceedingly important customer service tool in a very short period of time. This technology provides unparalleled insight into both customer behavior and agent performance, leading to better results and better long-term planning.
To fully appreciate how useful and powerful voice analytics can be, though, it's worth taking a look at a new health care startup's efforts in this area. As CRM Daily contributor Shirley Siluk reported, Cogito Corp. is working with the Department of Veterans Affairs to use voice analytics technology to improve and expand mental health services.
Voice analytics' potential
As Siluk noted, this voice analytics solution monitors speech patterns, looking for signs of annoyance, disinterest and so on. The software takes into account how quickly speakers' talk and how frequently they interrupt others as a means of demonstrating these states of mind.
As the VA recognized, this sort of insight has significant potential when it comes to identifying and improving treatment for veterans who are struggling with mental health issues. According to Siluk, the VA will gather call recording, mobile usage data and other raw information from volunteer callers, which will subsequently be examined through the voice analytics solution. With these results in hand, the VA will be able to take a more objective view of its own performance in the realm of veteran outreach, leading to more refined, effective strategies further down the road.
Speech analytics across sectors
Voice analytics - or speech analytics, as the technology is often referred to - delivers insights on clients/customers and contact center agents in a broad range of industries. In addition to government, speech analytics is used by companies in finance, communications, health care, education, collections, insurance, telco, utilities and retail to improve customer/client care, operational efficiency, compliance and sales.
In the case of the VA, analytics identified potential signs of distress earlier than would have been possible otherwise, in order to provide real-time guidance to contact center agents so they could adjust the way they helped clients to achieve the best outcomes. By analyzing every interaction - calls, chat, email, social media, etc. - speech analytics enables businesses of all kinds to empower contact center agents to address client/customer concerns more effectively.
Speech analytics can be deployed in two ways: real-time or post-call. Real-time capabilities, as the VA example demonstrated, provide instant insight which can direct agents to adjust the course of the call as it is occurring. Post-call analytics can prove equally valuable, identifying broader trends, such as the nature of client calls or how agents' performances vary based on a range of factors. In both cases, speech analytics deliver an unparalleled degree of insight, leading to improvements throughout the contact center.
In 2015, speech analytics seats grew more than 20 percent between May 2014 and March 2015, according to DMG Consulting. Given the increasing potential that the technology has to offer, it seems all but certain that this trend will continue upward in the months to come.
What are some interesting applications of voice analytics solutions that you've seen?