No—and that would be the wrong approach.
It Speech Analytics should be viewed as a wayto improve your listening skills, not to eliminate them. AI and humans each have their own role to play in a modern quality assurance process—the evaluator transitions from a time-consuminglistening role to that ofa high-value-addedquality analyst.
It Speech Analytics should be viewed as a wayto improve your listening skills, not to eliminate them. AI and humans each have their own role to play in a modern quality assurance process—the evaluator transitions from a time-consuminglistening role to that ofa high-value-addedquality analyst.
Who does what?
| Task | AI / Speech Analytics | Human evaluator |
|---|---|---|
| Comprehensive coverage (100% of calls) | ✓ | — |
| Keyword Detection and Compliance | ✓ | — |
| A Detailed Analysis of the Context and What Is Left Unsaid | — | ✓ |
| Personalized and Empathetic Coaching | — | ✓ |
| Calibration of Assessment Rubrics | Suggests | Resolves |
| Corrective Action Plans | Detects | Driver |
The modules in question
