Speech and Text Analytics in Genesys Cloud help you better understand interactions by providing visibility into what customers and agents are saying. Plan and execute CX strategies with AI-powered tools that extract meaning while boosting quality and performance.

Recognize and understand business level intent, like cancellation or escalation, in your agents’ interactions with customers. Pinpoint areas of improvement or knowledge gaps and compare with sentiment scores and trends.

View how topics are trending across your team’s interactions through the Topic Trends view. Follow one or many topics, and filter the data by date, media type or interaction details. Use this information to inform development or workforce strategies.

Speech and Text Analytics leverages interaction recording and voice transcription to run a full analysis of every customer-agent interaction, surfacing key phrases associated with a topic. Quickly find gaps in customer-agent interactions to correct.

Assess a customer’s feelings toward your brands, products and services, as well as an agent’s competency in any given interaction. Find the moment customers expressed a positive, negative or neutral attitude through markers in the interaction timeline.

View an existing topic or create your own to surface key insights into business drivers and deterrents. Locate and review specific exchanges that bring to light new or interesting information for other areas in your organization.