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  • 1.  Speech and Text Analytics

    Posted 02-04-2026 17:05
    Hi All,
    Do we know if this is true? 
    "Machine learning algorithms analyze tone, pitch, word choice and pacing to detect emotional cues like frustration or satisfaction. Trained on large datasets, these models continuously refine their accuracy, helping distinguish between neutral and emotionally charged interactions." statement is true today and if it's generally available? 
    Can we  confirm  if speech-analytics actually does this today?
    When did it start monitoring tone from audio and not relying on speech transcription?
    Thanks,

    Sincerely,

    Suren


    #Reporting/Analytics
    #Roadmap/NewFeatures

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    Suren Nathan
    Product Owner - Telecom and Contact Centre
    SUNWING VACATIONS INC.
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  • 2.  RE: Speech and Text Analytics
    Best Answer

    Posted 02-04-2026 20:48

    No.  Something Genesys wants to have once the AIs can do that.  All STA is based on the transcription, not the actual recording.  Using Tone, Pitch and Word choice is very subjective and not something AI's do well.  Just imagine the exact same script read by someone from LA and the other from Brooklyn.  What would be the result of  the two?  Current STA does not use tone.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Speech and Text Analytics

    Posted 12 days ago

    Hi Suren,

    While in principle this is right, when you consider cost and speed of analysis needed transcripts today give good amount of these emotions (except voice modulations). I am sure future transcripts will have emotion tagging very soon. Till then it is best to assess this from transcripts. We have done a detailed analysis of this and overall swing will not be more than 5 - 8% 



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    Shameel Abdulla
    CEO
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    Original Message


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