CypherMonkeyAI omni-channel lab

A lifelong-learner lab on AI omni-channel agents, including voice and the contact center. Free to read. Nothing sold.

Speech analytics and quality

Analytics

A recording, a transcript, a label, and a rubric. A fluent sentence is not the check.

After the call

Four boxes: recording, transcript, label, and rubric

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Wikipedia defines speech analytics as analyzing recorded calls. The live reply and that later reading are different clocks.

Match the measure

Rooms

  1. Transcription of a recording
  2. Sentiment is a label
  3. A QA score needs a rubric
  4. Redaction
  5. Pitfalls

Do not paste a real customer's recording into this lab.

Sources and go deeper