AI Integrated Client Call Transcription and Sentiment Analysis Workflow

Client Call Transcription and Sentiment Analysis

1. Preparation Phase

1.1 Define Objectives

Determine the primary goals for the transcription and sentiment analysis, such as identifying client concerns, feedback on services, or areas for improvement.

1.2 Select AI Transcription Tool

Choose an appropriate AI transcription tool that meets the needs of the organization. Recommended tools include:

• Otter.ai: Offers real-time transcription and integrates with video conferencing tools.
• Rev: Provides accurate transcription services with options for human review.
• Descript: Combines transcription with audio/video editing capabilities.

2. Recording the Client Call

2.1 Schedule and Conduct Call

Arrange a call with the client and ensure that all participants are aware of the recording for consent purposes.

2.2 Utilize AI Tool for Recording

Use the selected AI transcription tool to record the call. Ensure the tool is set up to capture audio clearly and accurately.

3. Transcription Process

3.1 Automatic Transcription

After the call, the AI transcription tool will automatically transcribe the recorded audio into text format.

3.2 Review and Edit Transcription

Assign a team member to review the transcription for accuracy, making necessary edits to ensure clarity and correctness.

4. Sentiment Analysis

4.1 Implement Sentiment Analysis Tool

Utilize AI-driven sentiment analysis tools to assess the tone and sentiment of the transcribed text. Recommended tools include:

• MonkeyLearn: Provides customizable sentiment analysis models that can be tailored to specific industries.
• Lexalytics: Offers comprehensive text analytics, including sentiment detection and emotion analysis.
• IBM Watson Natural Language Understanding: Capable of analyzing sentiment along with other linguistic features.

4.2 Analyze Results

Review the sentiment analysis results to identify positive, negative, and neutral sentiments expressed by the client. Highlight key themes and insights.

5. Reporting and Action Plan

5.1 Compile Findings

Prepare a report summarizing the transcription and sentiment analysis findings. Include actionable insights and recommendations based on the client’s feedback.

5.2 Develop Action Plan

Collaborate with relevant teams to create an action plan addressing the insights gathered from the analysis, aiming to improve client relations and service delivery.

6. Follow-Up

6.1 Schedule Follow-Up Call

Arrange a follow-up call with the client to discuss the findings and actions taken based on their feedback.

6.2 Continuous Improvement

Regularly review and refine the transcription and sentiment analysis process to enhance accuracy and effectiveness in future client interactions.