Workforce Engagement Management

We're excited to announce an update to our English Speech and Text Analytics model, improving our ability to detect customer sentiment and agent behaviors 🤩

The updated model has been trained on a larger set of English conversations, delivering more accurate sentiment and agent behaviour detection.

No action is required - the new model will roll out automatically. 

As always, we'd love to hear your feedback

#SpeechandTextAnalytics

------------------------------
Liore Finkelstein
Product Manager
------------------------------

Hi Liore,

Great to see continued improvements to the English STA model! Looking forward to seeing how this impacts sentiment accuracy and agent behaviour detection in real-world conversations.

We'll definitely be keeping an eye on it and sharing any feedback from our testing. Thanks for the ongoing enhancements!

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

This is a great update.

Improved sentiment and agent behavior detection is especially valuable for teams using Speech and Text Analytics to identify coaching opportunities, monitor customer experience trends, and better understand what is happening across conversations at scale.

The automatic rollout is also helpful, since customers can benefit from the model improvement without needing to make configuration changes.

Looking forward to seeing the impact this has on analytics accuracy and insight quality.

------------------------------
Jonathan Nolan
President, Dunamis Consulting Inc (DCX)
jonathan.nolan@getdunamis.com
------------------------------