| Publisher | Mercom Systems | ||
|---|---|---|---|
| Format | 200.9KB PDF | Date added | 28 Nov 2005 |
| Topics | Customer Support Services | ||
| Downloads | 292 | ||
Word spotting has been touted as a powerful tool to analyze recorded customer calls. But, while it's useful for some applications, word spotting cannot identify the topic of a call because more than one word is required to understand the call's real meaning. Enabled by powerful new technologies, topic identification yields more meaningful information than word spotting. It can accurately identify call subjects and classify and score every customer conversation. Ultimately, topic identification can contribute to significant business benefits such as improving financial performance through reduced labor costs, increasing brand loyalty and profitability through effective customer retention programs, and reducing business risk associated with liability claims and fraud.
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