<s>
Speech	B-General_Concept
analytics	I-General_Concept
is	O
the	O
process	O
of	O
analyzing	O
recorded	O
calls	O
to	O
gather	O
customer	O
information	O
to	O
improve	O
communication	O
and	O
future	O
interaction	O
.	O
</s>
<s>
Although	O
speech	B-General_Concept
analytics	I-General_Concept
includes	O
elements	O
of	O
automatic	B-Application
speech	I-Application
recognition	I-Application
,	O
it	O
is	O
known	O
for	O
analyzing	O
the	O
topic	O
being	O
discussed	O
,	O
which	O
is	O
weighed	O
against	O
the	O
emotional	O
character	O
of	O
the	O
speech	O
and	O
the	O
amount	O
and	O
locations	O
of	O
speech	O
versus	O
non-speech	O
during	O
the	O
interaction	O
.	O
</s>
<s>
Speech	B-General_Concept
analytics	I-General_Concept
in	O
contact	O
centers	O
can	O
be	O
used	O
to	O
mine	O
recorded	O
customer	O
interactions	O
to	O
surface	O
the	O
intelligence	O
essential	O
for	O
building	O
effective	O
cost	O
containment	O
and	O
customer	O
service	O
strategies	O
.	O
</s>
<s>
Speech	B-General_Concept
analytics	I-General_Concept
provides	O
a	O
Complete	O
analysis	O
of	O
recorded	O
phone	O
conversations	O
between	O
a	O
company	O
and	O
its	O
customers	O
.	O
</s>
<s>
In	O
addition	O
,	O
speech	B-General_Concept
analytics	I-General_Concept
can	O
automatically	O
identify	O
areas	O
in	O
which	O
contact	O
center	O
agents	O
may	O
need	O
additional	O
training	O
or	O
coaching	O
,	O
and	O
can	O
automatically	O
monitor	O
the	O
customer	O
service	O
provided	O
on	O
calls	O
.	O
</s>
<s>
Speech	B-General_Concept
analytics	I-General_Concept
applications	O
can	O
spot	O
spoken	O
keywords	O
or	O
phrases	O
,	O
either	O
as	O
real-time	O
alerts	O
on	O
live	O
audio	O
or	O
as	O
a	O
post-processing	O
step	O
on	O
recorded	O
speech	O
.	O
</s>
<s>
This	O
technique	O
is	O
also	O
known	O
as	O
audio	B-General_Concept
mining	I-General_Concept
.	O
</s>
<s>
Measures	O
such	O
as	O
Precision	O
and	O
recall	O
,	O
commonly	O
used	O
in	O
the	O
field	O
of	O
Information	B-Library
retrieval	I-Library
,	O
are	O
typical	O
ways	O
of	O
quantifying	O
the	O
response	O
of	O
a	O
speech	B-General_Concept
analytics	I-General_Concept
search	O
system	O
.	O
</s>
<s>
Precision	O
measures	O
the	O
proportion	O
of	O
search	O
results	O
that	O
are	O
relevant	O
to	O
the	O
query	B-Library
.	O
</s>
<s>
Where	O
a	O
standardised	O
test	O
set	O
has	O
been	O
used	O
,	O
measures	O
such	O
as	O
precision	O
and	O
recall	O
can	O
be	O
used	O
to	O
directly	O
compare	O
the	O
search	O
performance	O
of	O
different	O
speech	B-General_Concept
analytics	I-General_Concept
systems	O
.	O
</s>
<s>
Making	O
a	O
meaningful	O
comparison	O
of	O
the	O
accuracy	O
of	O
different	O
speech	B-General_Concept
analytics	I-General_Concept
systems	O
can	O
be	O
difficult	O
.	O
</s>
<s>
When	O
speech	B-General_Concept
analytics	I-General_Concept
systems	O
are	O
used	O
to	O
search	O
for	O
spoken	O
words	O
or	O
phrases	O
,	O
what	O
matters	O
to	O
the	O
user	O
is	O
the	O
accuracy	O
of	O
the	O
search	O
results	O
that	O
are	O
returned	O
.	O
</s>
<s>
According	O
to	O
the	O
US	O
Government	O
Accountability	O
Office	O
,	O
“	O
data	O
reliability	O
refers	O
to	O
the	O
accuracy	O
and	O
completeness	O
of	O
computer-processed	O
data	O
,	O
given	O
the	O
uses	O
they	O
are	O
intended	O
for.	O
”	O
In	O
the	O
realm	O
of	O
Speech	B-Application
Recognition	I-Application
and	O
Analytics	O
,	O
“	O
completeness	O
”	O
is	O
measured	O
by	O
the	O
“	O
detection	O
rate	O
”	O
,	O
and	O
usually	O
as	O
accuracy	O
goes	O
up	O
,	O
the	O
detection	O
rate	O
goes	O
down	O
.	O
</s>
<s>
Speech	B-General_Concept
analytics	I-General_Concept
vendors	O
use	O
the	O
"	O
engine	O
"	O
of	O
a	O
3rd	O
party	O
and	O
others	O
develop	O
proprietary	O
engines	O
.	O
</s>
<s>
Large-vocabulary	O
continuous	O
speech	B-Application
recognition	I-Application
(	O
LVCSR	O
,	O
more	O
commonly	O
known	O
as	O
speech-to-text	B-Application
,	O
full	O
transcription	O
or	O
ASR	O
-	O
automatic	B-Application
speech	I-Application
recognition	I-Application
)	O
uses	O
a	O
set	O
of	O
words	O
(	O
bi-grams	O
,	O
tri-grams	O
etc	O
.	O
)	O
</s>
<s>
It	O
can	O
surface	O
new	O
business	O
issues	O
,	O
the	O
queries	B-Library
are	O
much	O
faster	O
,	O
and	O
the	O
accuracy	O
is	O
higher	O
than	O
the	O
phonetic	O
approach	O
.	O
</s>
<s>
Market	O
research	O
indicates	O
that	O
speech	B-General_Concept
analytics	I-General_Concept
is	O
projected	O
to	O
become	O
a	O
billion	O
dollar	O
industry	O
by	O
2020	O
with	O
North	O
America	O
having	O
the	O
largest	O
market	O
share	O
.	O
</s>
<s>
The	O
telecommunications	O
,	O
IT	O
and	O
outsourcing	B-Architecture
segments	O
of	O
the	O
industry	O
are	O
considered	O
to	O
hold	O
the	O
largest	O
market	O
share	O
with	O
expected	O
growth	O
from	O
the	O
travel	O
and	O
hospitality	O
segments	O
.	O
</s>
