7 Tools to Get the Full Picture of Your Customer Interactions

by Natalie Chilton

No two people are alike. More and more, it is critical to think about each individual customer as an isolated situation rather than developing a scenario or response that blankets your entire client base. Considering the buyer experience and differentiating value on a case-by-case basis is the new standard for customer loyalty and retention.

It’s true—the new, personalized customer experience requires a big investment of time and resources. Fortunately, with VoiceBase, you don’t have to spend your own time toiling over countless conversations to hear what your customer has to say. With our speech analytics and call monitoring technology, VoiceBase products enable users to listen, interpret, and react to each customer interaction with precision and agility. This grants you the invaluable intelligence that helps you develop the unique experience that your buyers have come to expect. Your goal of complete customer understanding is accomplished through the utilization of these seven tools.

Creating a Personalized Customer Experience

Keyword Extraction

In the hundreds and perhaps thousands of conversations a call center sees in a given day, you can’t possibly expect to have the manual power to listen to and make sense of every single call. This leaves mounds of data behind each day that goes unmined. Our keyword extraction tool can dramatically reduce the effort needed to find those bits of information that resonate with the customer. The algorithm automatically identifies and extracts keywords in a recording that the user can then easily navigate. From there, the user can start building keyword spotting for future calls in a fraction of the time.

Topic Generation

Once you have identified your target keywords, it is important to know how that information might be useful in a given situation. Our topic generation tool automatically creates categories of similar keywords, allowing for quicker discovery of information within a recording. This gives the user the ability to get a quick overview of the content without having to pour over the entire recording. The list of topics generated can also aid a new user in getting up to speed with the type of content being dealt with. Our Topic Generation feature is advanced enough to define Topics that weren’t out-right spoken in the call, but that accurately summarize the keywords and phrases that were spoken.

Speech Analytics Keyword Spottings

It’s all about knowing what your customers are saying. Of all the calls that come through a call center, you’ll want to know what types of conversations are being had so that the user can make informed decisions about the direction of the business. Being able to spot specific events, such as competitor names, profanity, opinion statements, or other topics of interest can be the key to understanding trends within your organization. Keyword or phrase spotting allows users to define the important terms and identifies this data and tags it to be stored in custom groups to promote organized analyzation.

Add/Delete Keywords

Sometimes, you might come to realize that an identified keyword isn’t as valuable as you thought, or perhaps you overlooked a critical word or phrase. As the name suggests, this feature lets the user delete or add keywords to the generated list to manage how the content is consumed.

Call Classification

With call classification, our speech recognition technology quickly listens to a call and determines what type of event took place. Was a sale made? Is this customer a ‘hot lead’? Was the agent polite? Identifying the types of calls you are receiving can be integral in determining future moves. Once the call is identified, it is then placed into one of the general classifications provided for ease of analysis. The user can also create custom classifications to increase accuracy for their specific use case.

Call Event Detection

Take your keyword extraction ability a step further with event detection. This feature gives the user the option to identify a start and stop point on the timeline of a recording. This tool can be used to highlight specific points of interest to a customizable length; positive or negative comments, appointment time, customer ID, etc.


Your customer’s personal information—such as a social security or credit card number—is sensitive and should be treated with respect. When personal information is not pertinent to the situation—such as in training or for compliance purposes—the user has the option to redact the information from the transcript or directly from the recording itself. This is also useful for censoring out profanities.


When all used together, these tools will guide you to a complete understanding of your customer’s needs. Are you ready to find out what VoiceBase proprietary speech recognition can do for your business? Contact our sales team today!

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