What is Speech Analytics?
Speech analytics is software that transcribes recorded or live calls and analyses them at scale for keywords, sentiment, silence, talk ratio and compliance, so quality teams can review every call instead of a small sample.
Also known as: call analytics, conversation analytics
How it works
Calls are transcribed, then rules and models tag them: was the mandatory disclosure read, did the customer mention a competitor, how long were the silences, who talked more. Results roll up into scorecards by team, product or campaign. Real-time versions can prompt a human agent during the call.
Why it matters
Manual quality assurance usually reviews a tiny fraction of calls, so patterns hide in the rest. Analytics covers all of them, which is what makes it useful for compliance checks and for spotting why a campaign underperforms. With AI agents on the line, the same tools check the agent's behaviour as closely as a human's.
Common mistake
Treating sentiment scores as ground truth. Sentiment models are weaker on mixed-language speech and on cultures where politeness masks frustration. Use scores to find calls worth reading, then judge from the transcript.
Where this shows up at Vaami
Vaami's voice intelligence product provides transcripts and post-call analytics for calls handled by its agents.
See it on a real call.
Hear how a Vaami voice agent handles this on a live conversation in your language and your use case.