Listen to your customers with Automatic Labeling

By October 30, 2014 August 3rd, 2017 No Comments

Verba 8 Gearing UpIn Verba 8 we are adding a new automatic labeling function, that helps your teams to get significantly more business information from your recordings. You can start listening to what your customers are saying. In May, we unveiled our Speech Search solution using phonetic technology. Now we are introducing the next iteration of the technology, that allows automated categorization of recorded conversations based on labeling rules.

This post is part of our Gearing up for Verba 8 series.

Uncover relevant business information with automated labelling

There is an array of business information you can gather from recorded conversations. Automated labeling (done via Labeling Rules) allows you set up and maintain labeling rules based on Conversation Details and Speech Phrase Hits. If a new recorded conversation matches a rule, desired labels will be automatically added to the call.

Previously, speech phrases had to be added manually in search, now you can configure any complex phrase combinations using a complex logic to identify calls using simple labels like:

  • Improper greeting
  • Compliance issue
  • Inappropriate phrases
  • Agent insecurities
  • Customer unsatisfied
  • Competitor mentioned
  • Money back
  • Buying signals
  • and more (the sky is the limit)

Save up to 80% of quality management evaluation time

The labels you have created can be used in multiple scenarios within Verba 8:

  • Search – labels can be used directly in search
  • Prefiltered Quality Management – in your Verba QM evaluation projects, your team can focus on pre-filtered calls in Quality Management (QM) using Speech Analytics with QM (Quality Management filtering)
  • Auto-Answer Evaluation Forms – by connecting evaluation questions to labels, the system can automatically fill in Yes/No questions, when you start evaluating a conversation
  • Data Retention – our Storage Management system now accepts labels in it’s policy filters
  • Legal Hold – For legal hold, both manual and automatic labeling can be used. Imagine a situation, when new incoming conversations are automatically added to legal hold

In quality management using prefiltering and auto-answer, one of our Verba 8 beta customers say, you can save up to 80% of your evaluation time, when your goal is e.g. to identify compliance issues in their finance contact center.

Creating an automatic labeling rule

You can create and maintain labels with multiple filter options. When you are creating a labeling rule, they can specify which labels should be added to the calls that match the rule. If Speech Analytics locates the phrase ‘Thank you for calling” then a Labeling Rule can be set up to add a label “Greetings OK” automatically if that label is added to the call. Later on you can add the phrase “have a nice day” to the same label and start focusing only on incoming conversations. This is illustrated in the following screenshot.

Verba label rule configuration

Labeling is dependent on the user rights.  For instance, if a manager wishes to share labeled calls with a particular group, they can specify this. Labeled calls can also be kept private and not shared with anyone, these become private labels.

There is also a new input field on the search panel on the Verba web interface, called “Labels”. You can search for ‘labeled calls’ using auto-suggest. If the user starts to enter a label, the system will auto-suggest based on the label based on the label visible to the user. When the user selects a label to conduct a search, the system will list the calls which the label is added to.

If you are interested in this feature and Verba 8 in general, can contact one of our experts