Hi all - just wondering what peoples feelings are around the QM/SA transcription elements at the moment. A while back we had issues with transcripts not picking up the correct wording but after an upgrade/change of the AI engine that 8x8 uses it did appear to get better. However, the more I look at call transcripts the more I think it is getting worse. Here's a few bullet points of issues i see daily, be interested to see if anyone else has similar issues...
- Poor call tagging. Many calls show as #Complaint. However when going to that section of the call the transcript show the agent used the phrase, "That's no problem". As the word "Problem" is in the Complaint topic it has tagged it which is incorrect.
- Issues surrounding transcription. Not sure if it doesn't like our Yorkshire accents but many calls I listen to and then read the transcription does not match up. Lots of errors.
- Incorrect emotion allocation. Many calls that are classed as "Overall Negative Emotion", really aren't negative when listening to them. It seems really sensitive in terms of how it evaluates emotion.
Any feedback/opinions appreciated.
Thanks
#CustomerExperience#ContactCenter------------------------------
Lee Heppenstall
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