Ytica Speech Analytics uses a phonetic search as its core. This enables very accurate searches for phrases that may indicate behavior you are interested in. Ytica groups phrases that indicate one kind of behavior or one situation into so-called Speech Searches.
To get most of Ytica Speech Analytics you go though a process when you calibrate Speech Searches. This means you will listen to calls and tune Speech Searches to find the most real occurrences while including minimum false positives.
Listen to Calls
In order to start with speech analytics in general first listen to the calls that contain a situation you want to search for in all other calls. This will give you an initial idea of what agents and customer say in such situations.
You can start with those phrases and set a new Speech Search in Speech Searches Screen. This will help you find initial set of calls that contain one of the phrases. You can check these results in Speech dashboard.
You then need to focus on recordings that should contain one of the phrases but there was none found. You may find that agents or customer use a different phrase in the situation you want to find.
Acceptable Similar Phrases
Ytica Speech Analytics works on the pronunciation level. It is not necessary to create phrases that are pronounced very similarly. For example "manage" versus "managed", the same phrase with short stuffing words or other minor changes.
Ytica Speech Analytics may identify as finding a phrase that is pronounced fairly closely to what you searched for. However the phrase has different meaning and you want to exclude such cases from the results.
In this case use Speech Searches Screen to add to blacklisted phrases the phrase that was really said in the place of the finding. This should in most cases remove such false findings.
To get the best results with individual phrases follow the guidelines below:
- The phrase should have at least two words.
- At least one word in the phrase should be really distinctive and uncommonly used in other situations.
- Shorter phrases work better than long ones.
- If you need one word phrase you can achieve better results with multiple phrases using the one word surrounded by other words used together with that one. For example instead of just "bye" search for phrases like this "bye bye", "you too bye", "thank you bye".
Flexibility in Phrases
You can use
+ANY to indicate a short period in a phrase where agents or customers are free to say whatever they see fit. For example if you check for the proper agent introduction you can define the phrase as
Hello, my name is +ANY from My Company.
Per Phrase Thresholds
For the initial set of phrases in a Speech Search we recommend to set the phrases thresholds to 20% to be sure you find every occurrence and can setup threshold based on listening to the calls.
Different phrases may work be detected with different confidence. This depends on many factors including accents, closeness to other phrases, frequency of use by people (frequently used phrases tend to be more distorted).
To handle such cases you may use Speech Searches Screen to adjust minimum thresholds for individual phrases. You can use Speech dashboard to listen to calls and find at which confidence the calls contain way too much speech findings. You can set a phrase confidence above this confidence to exclude the false positive findings.
You can also lower the confidence threshold for a phrase if Ytica Speech Analytics often does not find the phrase that you can hear in the call.
Typically longer phrases need to have the threshold lower than shorter phrases.