Overview
The proliferation of voice capture across, Turrets, Unified Communication, Mobile and more, means that IT and Compliance users have more data to manage and less time to do so. To meet these challenges, Verint Financial Compliance's Compliance Application functionality has been enhanced with Intelligent Voice's speech capabilities to automate and simplify Conversation Search. The following functionality is available within Verint Financial Compliance:
- Conversation Search: Includes the ability to search within Transcribed Text, including key word and phrase searches.
- Language Search: Includes the ability to search for Conversations in a specific (supported and configured language) and also conversations where a Language Switch took place during the conversation.
- Sentiment Search: Includes the ability to search for Sentiment Gradient swings, whereby sentiment changes (for example from positive to negative) during a conversation. In addition, users can search for high occurrences of negative or positive sentiment with a given conversation.
- Topic Search: Includes the ability to search for conversations that include IV derived Key Topics.
- Search Results: Search grid includes; Topics, Sentiment Information, Language Switches and Spoken Languages
- Conversation View: Includes a new tab for Analytics. This will present Topics, Sentiment Information, Language Switches and Spoken Languages to the user. In addition, the user can interact with the Topics and use this to navigate and jumpto the point in the conversation relative to the topic.
Detailed User Guides
Licensing Intelligent Voice Speech Analytics
A license is required to use Intelligent Voice speech capabilities. Please contact your Verint partner or Verint sales to obtain the necessary licenses.Organizations use Verint Financial Compliance's Analytics Search capabilities to reduce the time effort required to find potential compliance issues within Conversations. This guide will describe how to:
- Search within Transcripts
- Search by Language
- Search by Sentiment
- Search by Topics
- Understand the available columns within the Conversation Search results grid
Search within transcripts
This functionality empowers the user to search within transcribed recordings.
The search fields support '*' for a starts-with or ends-with match, or " " for an exact match.
Please note, if IV is configured to transcribe multiple languages, then the user can type phrases in the supported language set.
Search Field Name | Description |
|---|---|
| All of these phrases | Will search across transcribed conversations for transcripts that contain all of the listed phrases in one transcript. |
| Any of these phrases | Will search across transcribed conversations for transcripts that contain any of the listed phrases in one transcript. |
| None of these phrases | Will search across transcribed conversations for transcripts that contain none of the listed phrases in one transcript. |
| Info |
|---|
You cannot search within transcription summaries. |
Language search
This functionality empowers the user to search for use of a specific language within a recorded and transcribed conversation. The functionality also empowers the user to search for conversations where the recorded user, switched from one language to another.
Search Field Name | Description |
|---|---|
| Language switched during conversation | Will search across transcribed conversations where a user has switched to a second language during the conversation. |
| Language Spoken | Will search across transcribed conversations for transcripts that contain use of a recognized language. Please note, multiple instances of the language spoken search field can be added. |
Search within sentiment
This functionality empowers the user to search by sentiment within transcribed recordings.
Prior to explaining the search capabilities, it is essential to understand the granular sentiment analysis capabilities of the system. Sentiment analysis is conducted at a fine-grained level, each diarized, speaker separated transcribed text is analyzed and given a sentiment score, within the system this is referred to as a TCU instance. As sentiment is analyzed and stored at such a granular level, richer sentiment analytics and search capabilities are enabled.
Search Field Name | Description |
|---|---|
| Sentiment Gradient | An additional filter is available to refine the sentiment shift. This enables the user to define a search filter (more than or less than) shift by Numeric Value, where the numeric value (-99 to +99) represents the sentiment change |
| Sentiment Gradient | Enables the user to search for conversations where the sentiment has shifted in different directions. For example:
|
| TCU Instances | Enables the user to search for conversations where there has been a large volume of negative or positive TCU sentiments in a given conversation. The user is able to refine the search to focus on 'Very Negative', or 'Negative', or 'Positive', or 'Verint Positive' instances of sentiment TCU. The user can set the numeric range. |
Search within topics
This functionality empowers the user to search by Topic.
Prior to explaining the search capabilities, it is essential to understand Topics. Topics are generated for each conversation, topics represent linguistically significant text within a given conversation. The system automatically identifies key Topics spoken within a conversation, providing a quick summary of the audio file content.
Search Field Name | Description |
|---|---|
| Topics | Enables the user to search for conversations that contain specific Topics. |
Search results
The Conversation Search includes columns for the enriched speech analytics insights.
The following columns can be added to the search results.
Search Result Column | Description |
|---|---|
| Language Switched | Highlights if a language switch was detected during the conversation. |
| Languages | Lists the detected languages spoken during the conversation. |
| Topics | Lists key topics spoked within a conversation, providing a quick summary of the audio file content. |
| Sentiment Gradient | Provides a graphical display of the sentiment shift during the conversation. The angle and direction of the line reflects the sentiment direction and gradient. The sentiment gradient maps the changing sentiment (tone or mood) across the entirety of an interaction by calculating the change in the sentiment between the beginning and the end of the conversation for each speaker. Note that a positive sentiment gradient does not necessarily mean that the outcome of the conversation was positive, it only reflects the direction of the change in the sentiment across the call. The Verba system displays the sentiment gradient on the search result screen as follows:
|
| TCU Sentiment | Lists the granular count of TCU sentiment within the conversation. The numbers with the colored background represent the number of TCUs in the respective sentiment category for the recorded conversation. |
