What does a Speech and Interactions Analyst do?
A Speech and Interactions Analyst has access to large amounts of data. Supercomputers record all the conversations your colleagues have and analyze the words and phrases customers use. For example, is the word “problem” often mentioned in the same breath with a particular product? This may indicate a faulty batch, malfunction or other issue.
Instead of relying on customer service call tickets, you can go directly to recordings of calls or even listen in live to calls in progress. This enables you to make quick decisions about what action to take.View vacancies