Xima’s new Speech Analytics software, powered by AI and machine learning, transforms spoken interactions into structured, actionable data through a seamless five-step process: Acquisition, Transcription & Acoustics, Classification, Scoring, and Analysis. This innovative solution goes beyond mere words, evaluating sentiment, identifying key themes, and providing comprehensive insights into customer interactions, enabling businesses to make informed decisions and significantly enhance customer experiences.
At Xima, we believe every customer conversation is a goldmine of insight, if you know how to mine it. That’s where our new Speech Analytics software comes in.
Powered by AI and machine learning, it turns spoken interactions into structured, actionable data through five seamless steps:
Step 1: Acquisition
We capture audio from every customer interaction ensuring no call goes unheard.
Step 2: Transcription & Acoustics
Next, AI kicks in to transcribe each conversation with over 90% accuracy. But we go beyond just words. Our speech analytics evaluates customer interactions to determine overall sentiment and connect it to specific discussion topics. By analyzing language and identifying key themes, managers gain comprehensive insights into each interaction beyond simple positive or negative classifications. This detailed understanding uncovers precise customer concerns and challenges. This data allows you to easily identify recurring issues, provides clarity on customer pain points, and assesses the effectiveness of communication strategies. Subsequently, organizations can make informed decisions and significantly enhance customer experiences.
Step 3: Classification
Our system uses powerful AI to understand phone calls. It looks at not just what people say, but also how they say it. This helps us figure out what callers really need and what the conversation is about. The system also sorts calls into topics and adds codes to each one, so you can easily see common issues. Whether it’s about billing, warranties, or general help, we find the key information to help you understand your calls better and work more efficiently.
Step 4: Scoring
Speech is turned into organized data using advanced rules and AI. Every detail of customer conversations is recorded and analyzed, helping you truly understand your interactions. Calls are scored based on things like showing empathy and fixing problems. This detailed scoring helps track performance and find areas to improve. Companies can then easily search through all their calls to find important information and make better decisions.
Step 5: Analysis
All this data feeds into real-time dashboards and reports that reveal trends, agent performance, and emerging customer issues. Whether you’re spotting training opportunities or tracking campaign effectiveness, you’ll get the insights you need, instantly.
Curious to see how it works? Take a quick tour of how you can transform customer conversations into actionable insights:
Key Features of Xima’s Speech Analytics
Beyond mere transcription, our speech analytics platform acts as a comprehensive solution tailored to enhance operational efficiency, significantly improve customer interactions, and empower your team with actionable insights. This foundation sets the stage for exploring the depth and breadth of key features that make our solution a game-changer for call centers. Let’s dive into the specifics that define and distinguish Xima’s Speech Analytics.
Unified Interaction View: Get the full picture, all in one place. Each interaction includes the transcript, sentiment breakdown, key topics, and a concise summary, making it easy to review and act on insights quickly.
Highly Accurate AI Transcription: The accuracy of AI-powered speech analytics is typically very high, often achieving over 90% comprehension accuracy, though it can vary depending on factors like audio quality, accents, and background noise. Continuous advancements in AI are constantly improving accuracy rates.
Sentiment that Tells the Whole Story: Understand not just how the call started, but how it ended. Our software tracks sentiment throughout the conversation and highlights the final 15%, giving you a clear view of customer satisfaction at close.
But we don’t stop there. We also calculate a separate metric based on the final 15% of the call, because how a conversation ends matters. If an agent turns a negative situation into a positive resolution (or vice versa), that shift is captured. This “ending sentiment” offers deeper visibility into true call outcomes and agent impact.
Intelligent Summaries & Auto-Categorization: Every call is automatically summarized and tagged with relevant topics and disposition codes, so you can monitor trends and streamline reporting with ease.
Improve Efficiency: Our analytics help you pinpoint bottlenecks in processes, reduce average handle time, and enhance overall operational efficiency.
Boost Customer Experience: Identify signs of dissatisfaction early and coach agents proactively. By flagging negative sentiment or unresolved issues, you can intervene before small concerns turn into major complaints.
Final Thoughts
Our Speech Analytics software is designed to help call centers move from reactive problem-solving to proactive decision-making. Whether you’re aiming to improve agent performance, delight more customers, or streamline operations, Xima gives you the tools to get there, powered by data, driven by AI.
