Featured in Speech Technology
Speech analytics is undergoing a major transformation, evolving from basic post-call keyword detection to sophisticated, AI-powered, real-time insights across all customer interaction channels. Fueled by generative AI, the market is projected to grow from $2.3 billion today to $11.9 billion by 2031.
Modern speech analytics now spans voice, text, chat and social media, offering deeper sentiment detection, behavior analysis and performance insights. Technologies like real-time sentiment tracking and topic spotting help agents adjust in the moment, improving customer satisfaction and resolution rates.
Companies are increasingly adopting “interaction analytics” to gain a holistic view of omnichannel conversations, with AI parsing emotion, context, and effectiveness across channels. Large language models enhance virtual assistants and provide rich post-call summaries, call drivers, and coaching suggestions.
In this article, experts including Claudio Rodrigues, chief product officer of Omilia, stress the importance of starting with clear goals, whether to cut costs, increase sales, or improve customer experience, and using analytics to drive targeted action.
While AI accelerates insight generation, human oversight remains essential to turning data into outcomes.
To learn more about how speech analytics is expanding its reach and capabilities, read the full article on Speech Technology:
