期刊名称：International Journal of Innovative Research in Computer and Communication Engineering
印刷版ISSN：2320-9798
电子版ISSN：2320-9801
出版年度：2021
卷号：9
期号：7
页码：8687-8693
DOI：10.15680/IJIRCCE.2021.0907147
语种：English
出版社：S&S Publications
摘要：For most retail businesses, customer interaction via call centers is a very significant communication channel. Organizations typically receive thousands of customer calls every day. If the audio data thus collected can be aggregated and analyzed, it can yield quality insights into customer expectations, preferences, service issues & product usage. While speech analytics is not a new technology to the market, most of the business executives are still sceptical about the value it can add. Speech analytics is a powerful tool for analyzing recorded calls, structuring customer interactions and gaining insight in the hidden information. It can be used for audio mining, speech categorization, intelligence extraction, decision making, monitoring agent performance. In our product we are making simple and advanced analytics by converting voice to text and using that converted text we can analyse the customer responses towards the company which helps the companies to serve their customers better.
关键词：FreeSwitch;Speech Analysis;Speech to Text Conversion;Sentiment Analysis
