The new alliance between data visualization specialist Tableau Software and speech analytics leader VoiceBase will enable Tableau users to easily discover new insights into speech and sentiment analysis data, differentiating Tableau’s offerings from more mainstream business intelligence vendors.
Brian Holak tells us more about the business case for speech analytics in this report from SearchBusinessAnalytics:
Tim Crawford, a CIO strategic adviser at AVOA, based in Rolling Hills Estates, Calif., said he thinks the Tableau-VoiceBase partnership will benefit both companies and both sets of customers. “The ability to turn voice into data in a meaningful way beyond transcription is really key here,” Crawford said. “It leads to insights not previously possible due to the sheer amount of time required. Now, you can visualize the data coming from voice.”
Along with using its own deep learning neural network to perform speech-to-text transcription, VoiceBase runs machine learning models to surface keywords and topics that are important to the content of the audio, which is usually calls, but also could be webinars, lectures or conferences.
VoiceBase also uses predictive analytics to detect events that may be too nuanced or difficult for a human to define with a rules-based approach. The speech analytics software provides users with data such as sentiment, overtalk and silence ratios, as well as custom call categories, such as “proper agent greeting” or “marketing offer mentioned.”
Leading up to the Tableau-VoiceBase partnership, VoiceBase built an extension with Tableau, so users can listen to a call and visualize their speech analytics data directly within interactive Tableau dashboards. Users also can employ the Tableau platform to combine VoiceBase data with other key data sources. Tableau and VoiceBase said these dashboards will allow users to uncover insights about their organizations’ spoken voice data and improve decision-making.
