Intelligent Speech Phonetics for Call Centres 

Audio mining is currently the key in finding hidden insights, implicit customer needs and wants, and the root causes of issues embedded in conversations in the call centre industry. VErite is an advance and intelligent engine that is phonetics based, transforming audio recordings directly into possible phonemes, one of the basic units of human speech understanding, unlike LVCSR (Large-Vocabulary Continuous Speech Recognition) mining. It is a true phonetic based audio search system that does not use a finite dictionary to produce a transcript that is subsequently searched. The engine retains the intelligence in the audio by creating a phonetic index of the recorded audio stream.

Call centre managers have been sourcing for more defined solutions in scrutinizing calls efficiently without relying heavily on human initiation. VErite is created with the ability to search recorded files with a list of phrases. These phrases can be stored in the database for searching of recorded files that contains these spoken phrases. Because phonetic search is not limited by the specific words in the dictionary, VErite produces a better match for specific query terms, effectively casting a wider net than LVCSR systems and increasing accuracy. Searches are conducted using phoneme strings derived from search words and phrases and multiple results are returned, sorted by confidence.

Currently with VErite, call centre managers can customized phrases to the searching list for more precise targeting or find root causes of current issues embedded in conversations. With an in-built constant querying engine, search results are displayed at 80,000 times faster then real-time. Search results are displayed with a percentage accuracy tag to each result for quicker screening. Speech Analytics is the key to customer satisfaction and call centre performance management. For more information, please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for access to our product demo.