Over the years, the number of companies across industries has exploded, which has given customers numerous options for similar products and services. Moreover, with aggressive marketing and promotional offers and discounts, every company is trying to expand its customer base. Therefore, just having a good product or service is not enough, because another company might have an even better one or something that better meets customers’ demand.
As a result, it is important to get in touch with customers to understand their requirements. This is the reason P&S Intelligence expects the speech analytics market, which valued at $1,010.4 million in 2018, to grow to $2,910.1 million by 2024, at a high 19.9% CAGR during 2019–2024. The need to connect with the customer has impelled companies to establish contact centers or tie up with one.
Moreover, these establishments are also used to market products and services and follow up for servicing/replacement/return requests. This has led to the wide adoption of speech analytics software to decode conversations and make better decisions. The software analyzes the tone of the voice of the talkers to ascertain emotions and feelings and weighs that against the topic of discussion, which is pre-fed to the software.
This helps ascertain whether the customer is happy or disappointed with the quality of the product or service offered. Thus, by using advanced technology to decode people’s opinions, companies can recommend better ones and offer a more-effective solution to customers’ issues.
Hence, as the importance of analyzing conversations with customers to recommend them better products and resolve their queries more effectively is realized, the demand for speech analytics solutions will grow.