3rd Party Remote Call Monitoring Feature

Queries are an important tool when it comes to speech analytics. They help end-users refine ad hoc searches through a list of pre-built possibilities. But the query-building process is not automatic, as a recent article by Diana Aviles at BPA Quality, Adventures in Speech Analytics, noted.

There are four parts to good speech analytics query development.

First, it is important to establish a good business need that should be covered by a query. A telecommunications company, for instance, might have queries built around their lines of business as well as drivers such as billing and technical support.

“Oftentimes, real-time business impacting events may warrant the need for a query’s creation such as program negotiations between a telecommunications company and TV networks,” noted Aviles.

The second step is building the logic of the query. Perform a few ad hoc searches in the tool to get a feel for the language being used in the calls as well as for finding out what is known as a confidence rating.

“A confidence rating is what allows the builder to see how accurate his/her search is,” says Aviles. “Once the builder has an acceptable confidence rating they save that search and build a query against that search using Logic. Logic is special language that the SA tool uses to determine when it needs to hit for a particular keyword or phrase.”

Third, validate your queries.

Validation is critical when it comes to query development because it strikes at the core of the query’s utility. The requirements for what is considered acceptable for queries can vary per program. If a query doesn’t pass muster, go back to the drawing board and keep working on it until the query becomes relevant.

The fourth step in query development is releasing it to the world and seeing how it performs.

“The method of how a query is introduced into the live environment varies on the SA tool but for the most part there is a weekly maintenance period where the session is copied and updated so that new and old calls can ingest against the new query,” notes Aviles.

Queries are a fundamental part of making speech analytics live up to their promise. If you are using speech analytics in your business, make sure your query development is not short-changed.