Behavioral Cues discusses the next step in voice analysis

Speech analysis has many familiar and established applications. One example is sentiment analysis, which is commonly used to improve customer service and call center operations.

There is a new generation of voice analysis apps based on emotion detection and monitoring. These new applications have the potential to improve many business functions, from recruiting and employee well-being to handling insurance claims and various types of risk mitigation.

We recently spoke with Behavioral Cues Executive Director James Ellender to learn more about the future of voice analytics in Asia. Behavioral Cues is a Hong Kong-based behavioral analysis consultancy.

What is the current state of voice analytics in Asia?

We find that voice analytics technologies are readily available across Asia and new innovative projects are constantly being successfully launched.

It can be said that companies across Asia that are currently using voice analytics technologies are doing what can be called “post-event” analysis. For example, in call center environments, voice analytics is used to help train customer service personnel to respond more succinctly to customer questions or issues.

In our view, the next step in the evolution of voice analytics in Asia will be real-time usage that enables immediate interaction. An example of this is technology from a vendor we recently started working with – Nemesysco – that measures the emotional responses a customer conveys. Its technology can be used in many scenarios, such as recognizing credit risk or fraud by detecting true emotions inside spoken words. This is a really interesting technology that can identify involuntary biomarker changes in voice and determine emotional responses, such as high stress, indifference, excitement, etc.

What are the top voice analytics applications that you think are widely used by Asian organizations today?

Various applications exist widely across most of Asia and are being introduced in call centers, credit applications, and even insurance claims to help determine “trends” or “themes” between a customer service good or inadequate, credit risks or fraudulent insurance claims. These applications illustrate best practice options or risk areas to observe.

As we see, isomorphic learning takes examples of past risks and translates them into similar examples in other industries. Of course, all of this helps to develop insights on how to increase sales or counter risks.

What we’re trying to do, particularly with the Nemesysco technology, is to create a situation where emotions are detected and even measured in real time. This dramatically adds to the amount of information that can be gathered for better decision making.

The pandemic has caused a significant shift in workplace and consumer shopping habits. Have any of these impacted the adoption of voice analytics in your company’s markets?

Yes, the pandemic has definitely increased the need for voice analytics.

Today, consumers, employees and most people across Asia have become more comfortable than ever with online and telephone communications instead of face-to-face interactions. When we talk to someone in a conventional, face-to-face setting, we are able to build rapport and assess the situation. This is called behavioral detection.

This element is very difficult to engage through virtual or remote interactions and is even lost. Voice analysis can be used and may even be necessary to overcome this and help make more informed decisions.

We are considering our options for applying Nemesysco technology in this direction. There are many use cases applicable to our markets in Asia, such as recruitment and employee wellbeing.

Do global companies face challenges when deploying voice analytics technologies in the Asian market in terms of differences from other markets?

In any market, trust is required from all stakeholders when deploying any new technology. This is especially true in Asia and especially here in Hong Kong.

Introducing new technology or new techniques like voice analysis can seem confrontational at first, especially if it’s there to question the sincerity of what a person is saying. However, there must be a distinction between ensuring that what is best for a business is weighed against the risk posed by those seeking to exploit an opportunity that impacts company profits and reputation. company.

This requires building trust both in the technology and in the people who deploy and manage the application of the technology.

Finally, do you have a recommendation for Asian companies given their options for new voice analytics technologies and projects?

Voice analytics technology should be there to enhance a company’s offering, not add additional layers or process complexity.

Technology and its applications must be true to company values ​​and support honest experiences for customers, employees, and everyone involved.

An example of this is an area we are considering for Nemesysco technology is job screening. An organization can use Nemesysco voice analytics to ensure it attracts the best possible staff aligned with company values ​​and cultures. This can be done in a non-intrusive way that improves the way an organization recruits without replacing existing HR systems.

There are similar applications for assessing risks associated with customers and employees that can align with business value.

About Ian Crawford

Check Also

Identity Theft Protection Services Market to Surpass US Dollar

Newark, June 16, 2022 (GLOBE NEWSWIRE) — According to report published by The Brainy Insights, …