Real-Time Call Monitoring & Redaction
Our speech mining platform applies advanced NLP and machine learning techniques to process source audio streams in real-time, applying our highly accurate large vocabulary speech recognition (LVCSR) technology to generate human readable, full text transcripts that can be searched, saved and even shared. These transcripts are indexed to the source audio for contextual, ad hoc playback and review, and can be extracted for agent training and coaching.
Our real-time monitoring system scans the live stream of audio transcriptions generated by the Eureka real-time speech mining engine to identify key events — keywords, phrases or acoustic measures which you have defined as important — and leverages AI-driven algorithms to fire off notifications that alert your agents to the next-best-action and inform your supervisors about when and how they need to intervene on the call to ensure the best customer experience.
Our real-time redaction system identifies PCI data, such as social security and credit card numbers, as audio streams are being transcribed and automatically redacts them from both the text transcripts and audio files, ensuring that you can maintain regulatory compliance and mitigate legal risk.
Eureka Real-Time enables real-time alerting of critical language and acoustic events that are occurring in live calls, such as compliance violations, customer dissatisfaction or upsell opportunities. And the REST-based API ensures that these notifications are delivered via the interfaces that your staff are familiar with — such as internal business apps.