We have updated our Speech Analytics offering in 2025; here are the key points to keep in mind.
Speech Analytics Offering at a Glance
The service involves analyzing audio recordings and transcribing their content into text using Speech-to-Text (STT), or “automatic speech recognition” in French, an assistive technology capable of automatically converting spoken content into written text.
The goal is twofold:
- Analyze customer feedback to quantify and understand the reasons for contact. Conversation analysis will expand the volume of feedback by enabling the analysis of all recorded calls, thereby providing a larger dataset to analyze compared to survey responses, for example.
- Analyze the Advisor's Voice to automatically assess call compliance.
How does it work?
We use Speech-to-Text (STT) technology to transcribe audio into text and a Large Language Model (LLM) to identify the topics discussed by clients and automatically populate the compliance checklists you use for your projects.
The benefits
The benefits are as follows:
- Un gain de temps important sur les écoutes : Vous n’avez plus besoin d’écouter manuellement chaque appel, ce qui libère un temps précieux pour coacher les conseillers : mise en place de plan d’actions, formations, rappel de process …
- Une fiabilité renforcée : 100 % des enregistrements sont analysés, sans biais humain
- Une meilleure quantification des motifs de contact : Les données des serveurs vocaux et les saisies des codifications par les conseillers permettent rarement de quantifier les volumes de contact par motif de façon fiable, le STT représente une source sans biais pour vous aider à y voir clair et porter votre attention sur les raisons qui poussent vos clients à contacter votre Service Clients
- Une Identification des irritants client pour orienter les actions correctives
- La détection des situations à risque (non-conformités, situations inacceptables)
- Une meilleure compréhension des situations ambiguës : écart perception client vs conformité
Les principales étapes de l'activation
The service can be technically launched within a few weeks; however, finalizing the legal details may take longer.
Here are the main steps for implementation:
- Retrieval of audio files via automatic file upload for real-time processing
- Creating the account and user accounts
- Configuring the compliance grid(s) (sections, items, weightings)
- the definition of the semantic classification scheme
- Data integration (including any necessary transformations)
Once the system is up and running, a calibration phase will be necessary to tailor the prompts to the quality teams’ existing practices and gain their buy-in.
Legal considerations
The main legal issues that need to be addressed are as follows:
- Any recording of a conversation requires prior notification to customers, who must give their consent
- Determine the volume of calls to be recorded based on the defined purpose: When the purpose of the recordings is for quality assurance or training, the CNIL recommends a recording rate of no more than 30%
- Set a limited retention period that is consistent with the defined purposes of processing
- Restrict access to recordings to authorized personnel
- Grant customers the right to access and object to the processing of their personal data upon request
