What Is Keyword Spotting?

 

Keyword spotting is a process that helps your company detect keywords or phrases used in phone calls or audio recordings. These words and phrases can then be used to adjust the urgency of the call, train your employees, and gauge customer satisfaction.

 

How Does Keyword Spotting Work?

 

Keyword spotting uses speech recognition to identify your company's target keywords and phrases. Keywords can be customized to your company’s specific needs and preferences. You choose what phrases or words you want to act as triggers and the appropriate action to be taken once identified. The calls and recordings are then continuously monitored, which gives you the ability to analyze them as soon as they get spotted.

 

Advantages & Benefits of Keyword Spotting

 

Detecting keywords in conversations and audio recordings can increase the quality of your business and your employees’ work habits, as well as the overall success of your company.

Here are a few examples of things you could learn from keyword spotting:

  • Market trends
  • Areas of improvement
  • Customer satisfaction
  • Product interest

 

Use Cases for Keyword Spotting

 

Every day, your business faces a variety of customer interactions that can provide you with useful information. Keyword spotting helps you to identify that information and use it to benefit your company.

Here are a few ways you can use keyword spotting:

  • Employee Training: You can gain insight and find ways to help your employees improve their customer service.
  • Customer Satisfaction: Spotting negative words coming from a customer can trigger an alert to a manager so they are aware of the situation. The same can also be done in the opposite sense when spotting positive words that could enable that call to be tagged as a success.
  • Product Interest: By tracking specific product lines or names in your company, you can see what products are doing well and what products may need some improvement.
 
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