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Key Business Analytics by Bernard Marr

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12

Voice analytics

What is it?

Voice analytics, also known as speech analytics, is the process of extracting information, meaning and insights from audio recordings of conversations.

This form of analytics can analyse the topics or actual words and phrases being discussed in a conversation. This can be extremely useful for security purposes and certainly counter terrorist units inside most governments monitor a lot more of our conversation than we might imagine in order to identify people talking about things that they either shouldn’t be talking about or to help identify potential treats.

Voice analytics can also be used to analyse the emotional content of the conversation above and beyond the actual words and phrases being discussed. When ...

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