Multiple choice technology platforms and products

Speech analytics is used for which of the following purposes (Select two)?

  1. To determine return on marketing campaigns

  2. To quickly identify customer dissatisfaction trends

  3. To recognize caller utterance

  4. To identify the caller
Reveal answer Fill a bubble to check yourself
B,D Correct answer
Explanation

Speech analytics analyzes call recordings to extract business insights. It can identify customer dissatisfaction trends through sentiment analysis of conversation content, and can identify callers through voice biometrics or speech pattern analysis. Determining marketing ROI requires different metrics, and recognizing caller utterances is the function of ASR (Automatic Speech Recognition), not analytics.

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