Voice Miner is an innovative system processing 100% of customer service voice data. During processing, the system detects the emotional tone of the talking partners, recognizes key words, and provides complex reports, query and business analysis opportunities. Voice Miner automatically processes all customer service conversations.
During the process the system stores
• relevant key words from the conversation, and the time these words were said,
• the emotional information of the conversation and the changes thereof,
• the whole conversation, separating the customer’s side from the administrator’s.