How KPIs are defined

At the top, they set global goals that the company needs to achieve. Then they are divided into smaller goals. Then ― into goals for different departments. The goals are distributed until key performance indicators are obtained that can be influenced.

A matrix is ​​used for calculation. It can be used to result analysis: data speaks for continuous optimization the importance of a certain indicator for achieving the company’s goals. The KPI matrix is ​​a table with a set of characteristics for each key indicator.

Weight is a value from 0 to 1. It shows how important the indicator is for the business. That is, the sum of the KPIs in the matrix should be equal to one. The base is the minimum result that must be achieved in order not to go into the red. The norm is the average result achieved for a certain KPI for a specific period. The goal is the result that must be achieved, and mobile database fact is the result achieved in reality. In addition, the characteristics also have an index – this is the difference between the planned goals and the result obtained. It is calculated using the formula:

To assess the effectiveness of the department at the end of the reporting period, the overall performance coefficient is calculated for all KPIs.

Speech analytics is an artificial intelligence technology that is designed to analyze and interpret recorded data – voice messages in social networks and instant messengers, calls. It is based on natural language processing algorithms that work with data and provide valuable information about communications.

Speech analytics records conversations, transcribes, recognizes speech, extracts keywords and phrases, captures the moods and emotions of interlocutors, identifies anomalies from normal behavior patterns. Based on the recorded data, speech analytics compiles reports that present information obtained on the basis of speech processing.

Thanks to speech analytics, companies can significantly improve KPIs. Key indicators are increased by improving customer service. Conversation analysis helps to identify problems, assess user satisfaction, and improve communication strategies. In addition, speech analytics helps to increase employee efficiency, as it makes it possible to identify areas that require skill improvement.

The service can be used to effectively manage risks — detect keywords and phrases associated with fraud and quickly respond to potential problems. In addition, speech analytics can be used to optimize processes in the company — study trends, identify anomalies, identify areas for eliminating bottlenecks and growth points. The data obtained helps make more informed management decisions.

To successfully use speech analytics, you must first define the goals of its implementation and formulate specific performance indicators. Next, you need to select a system that meets business requirements in various parameters, in particular, the type of supported data, analysis capabilities, integration options.

After that, you need to configure the system in accordance with the needs of the company, define the rules for processing information and create categories that need to be tracked.

After implementing speech analytics, all that remains is to track the results, identify trends, anomalies and make adjustments – if necessary.

With the help of the AI-based speech analytics service, you can:

• calculate the conversion from a call to a recording;
• increase the effectiveness of communications and monitor the dynamics;
• automatically determine the reasons for requests and refusals;
• generate reports to improve the company’s key performance indicators;
• compile a staff rating for each individual employee;
• identify growth points for both the organization and each specialist;
• classify requests and reasons for refusal;
• close bottlenecks in business;
• increase conversion.

Each project is supported by the developer’s experts and prompt engineers. They support users at all stages. The client’s employees are trained to work with the service for free. In addition, experts share their experience from different fields and show how to automate business processes to increase key indicators. Company owners get the opportunity to work without restrictions on the number of requests to artificial intelligence.