About speech and text analytics

AI-generated summary

Genesys Cloud's speech and text analytics features provide automated capabilities to analyze 100% of customer-agent interactions through sentiment analysis, topic trend identification, voice transcription, agent empathy evaluation, and interaction categorization. Key functionalities include voice transcription for call review and evaluation, dictionary management to enhance transcription accuracy with organization-specific terminology, and agent empathy analysis to assess customer service representatives' emotional intelligence. Interaction categories enable administrators to build custom criteria for detailed insights targeting specific topics or terms, while interaction reprocessing allows retrospective application of topic changes across historical data. The platform delivers digital transcripts for evaluation and sentiment determination, alongside interaction with playback controls to analyze participant details and service quality. Sentiment analysis captures customer emotional responses regarding products and services, and topic analysis identifies customer concerns and business issues. These analytics generate business value by highlighting areas for improvement, recognition, and concern to enhance customer experience and employee performance. Topic Miner functionality analyzes voice and digital transcripts for discovering topics and phrases within conversations, enabling design and optimization of topics for spotting through Topic Trends and Detail views. The system supports mining external chat, call, email, and message transcripts, with capabilities to create topics from completed miners, duplicate miners, and delete miners as needed. Programs allow the system to search for and recognize phrases defined within topic inclusions. AudioHook Monitor integrates voice transcription features to stream conversation audio to third-party services for voice biometrics, transcription, recording, and Agent Assist processing. Process Automation Triggers enable supervisors and administrators to define rules that proactively initiate workflows based on specified conditions, with filtering capabilities by topics, sentiment, and empathy to support intelligent, customer-focused automation. These features collectively support conversation analytics, quality management, and automated workflow orchestration across multiple interaction channels

Speech and text analytics enables you to gain insights into customer-agent conversations through sentiment analysis, and topic trends. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Speech and text analytics features provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.

Speech and text analytics overview

Learn about speech and text analytics.

Voice transcription

Review and search a voice transcript to conduct evaluations, recognize unusual dynamics, determine customer sentiment, perform live monitoring, and so on.

Dictionary management

Enhance your transcription experience by adding organization-specific terms directly into the dictionary.

Agent empathy analysis

Agent empathy analysis gauges customer service representatives’ level of empathy and emotional intelligence during interactions with customers.

Interaction categories

Interaction categories enable administrators and analysts to build specific category criteria to uncover deep and detailed insights within interactions, targeting elements like topics or terms with precision.

Interaction reprocessing

Interaction reprocessing enables Genesys Cloud administrators and analysts to retrospectively apply changes to topics across historic interaction data.

Digital transcripts

Review and search a digital transcript to conduct evaluations, recognize unusual dynamics, determine customer sentiment, and so on.

Interaction overview

Using various playback controls, play back interactions to show details about the external and internal interaction participants and to provide an understanding about the customer, the quality of service provided and the business issues in question.

About the interaction overview

Sentiment analysis

Capture the sentiment of the customer’s phrases to gain valuable insight into the customer’s experience, product and service reputation, and agent competency.

About sentiment analysis

Topics

Boost the recognition of a business issue by instructing your system to identify specific customer phrases and identify trends that enable you to discover what your customers care about most.

Topic Miner

Analyze voice and digital transcripts to discover topics and phrases of interest within a conversation.

Programs

Instruct your system to search for and recognize the phrases in the topics included in the program’s definition.

About programs

AudioHook Monitor

The voice transcription feature enables AudioHook Monitor to start or stop streaming to a third party. Use AudioHook Monitor to stream conversation audio to third-party services and then process that audio for voice biometrics, transcription, recording, and Agent Assist.

About AudioHook Monitor

Triggers

Process Automation Triggers in Genesys Cloud allow supervisors and administrators to define rules that proactively initiate workflows when certain conditions are met. Triggers can be filtered by topics, sentiment, and empathy, enabling more intelligent and customer-focused automation.

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