In Part I of this Automation tools blog series, I’ve penned down the various benefits of using speech recognition technologies in a contact center. This blog will emphasize the reasons to deploy audio mining solutions in your contact centers.
Audio Mining research began in the late 1970s. Ever since it has been used to analyze volumes of audio content sources include customer interactions, newscasts, sporting events, telephone conversations, meeting notes, webcasts, etc. However, it has taken its commercial shape as product from the year 2002 to search archives of audio content for keywords and mark/replay the areas where keyword occurrences are spotted. From then, audio mining solution developers have crossed several hurdles (eg: speech recognition accuracy, vernacular language support, handling native accents & dialects) in mining the data for keywords.