Speech & Text Analytics

Unlock rich business and customer insight through the analysis of unstructured data

Most brands looking to embark upon a CX / digital transformation journey will turn to operational and interactions data as their first port of call for the harvesting of insight.

While these structured data sources can provide excellent indicators for the targeting of efforts, they rarely provide the level of depth required to extract meaningful or detailed customer service or market insights.

Praxidia’s Speech and Text Analytics services open up new possibilities for the collation of business insight, enabling previously untapped data sources to be analysed and interpreted by leading industry experts.

SPEECH ANALYTICS

The richest source of customer service intelligence is typically the contact centre. Conversational detail between agents and customers often holds essential insights that can be used to drive business improvement, brand optimization or refinements to product and service offerings. Many of these details will be lost in the traditional ‘reason code’ logging practices that are in widespread use today, providing little in the way of analytical merit.

Speech analytics enables the extraction of these often discarded and overlooked interaction insights, opening up a new world of possibilities for business analysts and transformation consultants.

Utilizing Praxidia’s cutting-edge Speech Analytics platform, Praxidia analysts are able to provide a continuous stream of actionable insights to the client as part of an ongoing managed service.

The platform enables the automated classification of thousands of call transcripts, enabling analysts to explore growing conversational trends, and quickly qualify and quantify existing beliefs or hypothesis.

Each managed service deployment is tailored around the specific strategic goals and business challenges of the client. Regular alignment and calibration sessions ensure that insight campaigns remain focussed on topical and relevant strategic issues.

TEXT ANALYTICS

Unstructured data, containing rich business intelligence, can be found in a variety of places throughout the customer service ecosystem. Praxidia’s Text Analytics platform enables meaningful insight to be extracted from these often ‘untapped’ sources of insight; enabling the rapid processing of thousands of unstructured records from popular sources including chat / email transcripts, forum posts and CSAT verbatims.

Available as a stand-alone managed service or as part of a broader analytics program, Praxidia’s text analytics solution should be considered an essential building block within any data driven transformation strategy.

SPEECH & TEXT ANALYTICS : IN A NUTSHELL

A Praxidia managed service that enables actionable insights to be extracted from unstructured data sources, including voice call recordings, chat / email transcripts, forum posts and CSAT verbatims.

KEY BENEFITS

  • EXPLORE PREVIOUSLY UNTAPPED DATA SOURCES.
  • GAIN RICH INSIGHTS FROM CUSTOMER SERVICE CONVERSATIONS.
  • EXTRACT ESSENTIAL ROOT-CAUSE INTELLIGENCE THAT CAN DRIVE PRODUCT / SERVICE OPTIMIZATION.
  • UNDERSTAND THE KEY DRIVERS BEHIND CHURN AND DSAT
  • IMRPOVE OPERATIONAL PRODUCTIVITY AND REDUCE COSTS.
  • REFINE PROCESSES, POLICIES AND AGENT BEHAVIOUR TO MAXIMIZE THE VALUE OF INTERACTIONS.

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