Conversation Processing
When a conversation is processed by U-Discover, the conversation recording goes through a series of audio and text processing services to deliver key metrics and insights.
The call goes through the following audio and text processing services:
Automatic Speech Recognition (ASR): Transcribes the call and identifies speakers (Agent and Customer).
Data Redaction: Redacts PII data of the customer.
Voice Activity Detection: Identifies the duration of customer talk, agent talk, talkover, silence, rate of speech, call hold count, based on audio of the call.
Tonal sentiment detection: Analyzes both text and tone to identify customer sentiment throughout the call.
Facts: Resolves Facts
In addition, scorecards are evaluated against each call in the respective organization(s) where the scorecards are created.