In the US, MR verbatim analyst Ascribe has introduced a speech-to-text data analysis solution, to help draw out insights from customer phone conversations.
Cincinnati-based Ascribe has been providing technologies to analyze comments and open text responses in surveys since 1999. Its software combines language processing techniques with human-assisted methods, and processes hundreds of millions of unstructured survey responses every year.
The new solution has been developed to convert call center data into insights, extracting concepts and sentiments. The firm says this will allow consumer-focused companies and research agencies to process volumes of call center voice files, and load the results into its text analytics software.
CEO Rick Kieser (pictured) comments: 'Consumer-centric businesses are under constant pressure to understand, satisfy and delight their customers, and the call center is one of the most valuable sources of input for any company to process. Gleaning insights via call center transcription has historically been expensive and difficult to automate, but this new capability solves for both'.
Web site: www.goascribe.com .
All articles 2006-18 written and edited by Mel Crowther and/or Nick Thomas.