Genesys Speech and Text Analytics Overview
Genesys Speech and Text Analytics is a sophisticated suite of tools integrated into the Genesys Cloud platform, designed to provide deep insights into customer-agent interactions through the use of advanced artificial intelligence (AI) and natural language processing (NLP). This solution automates the analysis of both voice and text interactions, transforming unstructured data into actionable insights that can significantly enhance customer experience, agent performance, and overall business outcomes.
Key Features and Functionality
Voice and Digital Transcription
Genesys Speech and Text Analytics includes native transcription engines that convert voice interactions into written text in real-time. This feature captures conversations between customers and internal participants such as agents, IVRs, voicebots, ACDs, conferences, and voicemails. For digital interactions like emails, messages, or chats, the system transcribes interactions involving bots or agents.
Customer Sentiment Analysis
The platform analyzes the language used during interactions to recognize and interpret customer sentiment. This allows businesses to gain valuable insights into the customer’s experience, enabling them to improve service delivery and address any negative sentiments promptly.
Topic Spotting
Genesys Speech and Text Analytics detects topics of interest within conversations, such as customer contact reasons, customer experience indicators, or expected agent behaviors. The system comes with out-of-the-box topics and allows for the definition of custom topics based on predefined phrases.
Interaction Overview and Details
The platform provides a visual representation of voice and digital interactions, enabling agents and supervisors to review, recognize, and determine customer sentiment and agent competency. Features include playback controls, live monitoring, sentiment and topic markers, and the ability to annotate interactions.
Content Search and Analytics Views
Users can search for interactions based on content, including specific words or phrases, customer sentiment, and detected topics. The system also offers aggregated data views for agents, queues, and flows, facilitating comprehensive reporting and dashboard analysis.
Omnichannel Analytics
Genesys Cloud integrates interactions across all channels, providing a unified view of customer interactions. This allows businesses to identify customer needs, agent behaviors, and business trends more effectively, enabling informed decisions that enhance the customer experience.
PCI Detection & Redaction
For sensitive information, the system includes features like PCI detection and redaction, ensuring the security of customer data by automatically identifying and redacting credit card information from both audio and transcripts.
Advanced AI and Machine Learning
The platform leverages native AI and machine learning to improve the accuracy of interaction transcripts over time. Users can also manage their dictionary to include industry-specific terms, product names, and business jargon, further enhancing transcript accuracy.
Benefits and Use Cases
- Agent Performance Improvement: Analyze interactions to reduce average handle time, increase first call resolution, and enhance sales conversion rates.
- Compliance: Ensure adherence to regulatory requirements through automated transcription and analysis.
- Customer Satisfaction: Improve Net Promoter Score (NPS) and overall customer satisfaction by addressing sentiment and feedback.
- Business Intelligence: Gain insights into customer needs and issues, enabling data-driven decisions to enhance products and services.
By integrating these advanced analytics capabilities, Genesys Speech and Text Analytics empowers organizations to optimize their customer service, improve agent performance, and drive business success through actionable insights derived from every customer interaction.