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Analytics

Speech analytics

Also called: conversation analytics · voice analytics

Speech analytics is analyzing call audio and transcripts at scale to extract insight — common topics, caller sentiment, outcomes, keywords, and compliance flags — across every call rather than a hand-reviewed sample.

It turns raw call volume into measurable signal: why people call, where agents struggle, which scripts convert. For AI voice agents, analytics run automatically on 100% of calls, not a QA sample.

Related terms

Call summarizationAutomatically generating a concise summary of a phone call — key points, outcome, next steps — from the transcript, so nothing is logged by hand.Call deflectionResolving a customer's need without a human agent — the share of calls an AI agent handles end to end. A core ROI metric for voice AI.

See Speech analytics in a real call.

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