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What is AI Enhanced Speech Analytics?

As you may have experienced from using “speech-to-text”, these tools aren’t always accurate and are prone to errors.

You then have to hire a speech analyst to spend 30% of their time listening to recordings.

This gap in voice analytics, which most solutions don’t do, is what Call Criteria is striving to solve by using our human QA’s and Artificial Intelligence.

About Us

Call Criteria offers a solution that allows your specialists to spend time analyzing data not wasting time listening to recordings.

Call Criteria offers a solution that allows your specialists to spend time analyzing data not wasting time listening to recordings.

Our Vision

Every flag that is found CAN be reviewed by a human working for Call Criteria. If it’s discovered that the transcription was incorrect, our quality analysts are trained to help identify this information.

This results in your analysts having easy access to needed keyword updates without putting on a headset, giving them more time to do what they do best (analyze data!) while saving you time and money.

Our Strategy

Machine Learning Prediction Model

When your agents forget regulation, compliances, and other factors you have on customer calls, you end up listening to the whole call to determine what they missed. Or worst-case scenario, don’t even know if they are following your guidelines.

With Call Criteria, our QA’s will listen and find out what’s missing from your script and scorecards.

But that’s not where it ends.

Once our AI learns the habits of your team members (missing certain parts of your scripts that has been verified by our Human QAs), the AI will have enough data to predict future outcomes and it’ll continually improve over time!

Ai Enabled Voice Analytics

HOW IT WORKS

How AI Enhanced Speech Analytics Works

Gather Requirements

Gather Requirements

Our team will work with you to help understand the business use case.

Build Syntax

Build Syntax

Our dedicated speech analysts will build out the appropriate syntax for you.

Human Validate

Human Validate

Our humans will review all flags to remove any false positives or false negatives

Analyze Results

Analyze Results

Our speech analysts will revise all syntax based on human validated data.

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Recent Blog

November 17, 2021

Coaching in a Call Center – Eliminate Persistent Mistakes

Call centers are only as good as the agents on the phone. You want them to be as efficient and well-trained as possible to deal with any eventuality. Coaching in a call center may seem like a daunting task, especially when you have hundreds of people with

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November 16, 2021

AI and Human Voice Analytics – Creating Better Call Centers

Every call center, especially contact centers, is built around the concept of the customer journey. The customer journey is the path that a customer takes from the first time they hear about your brand all the way through to when they purchase your product or

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November 8, 2021

Agents Shouldn’t Be Considered ‘Outdated’ in the Modern Call Center

In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many tasks and provide real-time responses is critical for today’s call centers. But as AI becomes more prevalent, it also raises

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November 4, 2021

Artificial Intelligence Influence on Call Center Performance

This article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change the results that they acquire through the data provided, and will we will see unmanned AI-controlled call centers and QA

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October 28, 2021

Call Center Sentiment Analysis is Vital to Customer Expierence

What is Customer Sentiment Analysis? Customer sentiment analysis is an analytical technique used by companies in order to gain insights into their customers’ opinions, attitudes or emotions towards them. It helps businesses understand what they are doing

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October 19, 2021

What Industries Use Quality Assurance? Q&A

What Industries Use Quality Assurance in their Call Center? Quality assurance can be used by any industry that has an interaction with customers or clients, such as call centers and customer service departments. The most common uses of QA are: Customer

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October 18, 2021

Improving Sales Performance through the Advantages of a High-Performing Dashboard

How Can a Call Center Improve Sales Performance Call/contact centers can improve sales performance by using the following techniques: 1. Use a call tracking system to monitor sales agent and sales team calls, identify problems in your process, and make

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October 18, 2021

How AI Speech Analytics Enhances the Process of Customer Service

What is Speech Analytics in Call Center? The process of speech analytics involves analyzing conversations that are captured by call centers to identify patterns, trends, and anomalies within them. This helps companies improve their services and products

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September 2, 2021

18 Top Points for Top Call Quality Monitoring

If you are looking to improve your contact center call quality monitoring, there are so many things that you can try. Whether it is for more first contact resolutions or because of previous external benchmarking, this article will go through 18 points that

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August 25, 2021

Call Center Quality Control – 5 Top Tips

Running a call center is a difficult thing to do. To ensure your company produces the best possible experience for your callers, you need to focus on quality. This might seem like an impossible task, especially if you’re only just starting. Even if you

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