Finding the Meaningful Interactions

Interaction analytics technology is designed to help organizations overcome the resource limitation associated with trying to listen to all the calls. Interaction analytics does this by assisting contact center organizations with locating the meaningful recordings that are worth the time to listen to among the many available. One key technological component used to accomplish that is emotion detection.
Begin with an Emotional Baseline

Without getting too deep into the actual technology, here’s how it works. During the initial portion of the conversation an ‘emotional baseline score’ consisting of the speaker’s pitch, word pacing, volume and other characteristics is calculated. Establishing a baseline at the start of each conversation minimizes the effects of variables like background noise and changes in a person’s voice due to for example, a cold.
Separate Speaker and Agent Audio Tracks

Speaker separation, the ability to separate both sides of a conversation into different audio tracks, is needed for this technology to work well. It provides a valuable ability to associate which side of the conversation was emotional – the customer or the agent in the case of the contact center. Another factor affecting the accuracy of emotion detection is the presence of external audio, such as music on hold, or background noise. Fortunately technologies exist to mask or reduce these types of interference.
Gain Valuable Business Insights

Emotional content provides one valuable piece of the puzzle when looking for recordings that provide valuable business insights. Used in combination with other known aspects of an interaction, it allows interesting recordings to be located with very high precision. In general, the more aspects used the better the results.

Financial services can be defined as the products and services offered by institutions like banks of various kinds for the facilitation of various financial transactions and other related activities in the world of finance like loans, insurance, credit cards, investment opportunities and money management as well as providing information on the stock market and other issues like market trends.

The Gramm-Leach-Bliley Act enacted in the late 1990s brought the term financial services into prominence when it repealed earlier laws which forbade a bank or any financial institution from venturing into fields like insurance and investment. The result was the merger of many organizations offering the above mentioned services under one banner giving rise to a new type of banking popularly known as Commercial Banking and a number of organizations like Citibank came into existence purely as service providers.

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Financial services can be defined as the products and services offered by institutions like banks of various kinds for the facilitation of various financial transactions and other related activities in the world of finance like loans, insurance, credit cards, investment opportunities and money management as well as providing information on the stock market and other issues like market trends.
Interaction analytics technology is designed to help organizations overcome the resource limitation associated with trying to listen to all the calls. Interaction analytics does this by assisting contact center organizations with locating the meaningful recordings that are worth the time to listen to among the many available. One key technological component used to accomplish that is emotion detection.
Begin with an Emotional Baseline

Without getting too deep into the actual technology, here’s how it works. During the initial portion of the conversation an ‘emotional baseline score’ consisting of the speaker’s pitch, word pacing, volume and other characteristics is calculated. Establishing a baseline at the start of each conversation minimizes the effects of variables like background noise and changes in a person’s voice due to for example, a cold.
Separate Speaker and Agent Audio Tracks

Thanks