Speech Analytics with AI: A Revolution in Quality Audits

In today’s digital era, Artificial Intelligence (AI) is transforming numerous industries, including contact centers—and one of the most impacted areas is quality assurance through conversation analysis, or Speech Analytics.

This technology is being used to enhance quality audits in contact centers, replacing traditional manual processes with more efficient and accurate AI-driven solutions.

Here’s a look at what AI-powered Speech Analytics is, and how it compares to manual quality audits.

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What Is AI-Powered Speech Analytics?

AI-powered Speech Analytics uses advanced Artificial Intelligence algorithms to convert voice recordings into text and to apply machine learning on those transcripts. Its goal is to analyze large volumes of telephone conversations, transcripts, and other verbal communications—either in real time or on demand.


This technology extracts meaningful insights and interaction patterns with customers, providing valuable data for decision-making and continuous quality improvement in service operations.

Benefits of AI Speech Analytics vs. Manual Audits

  • Efficiency & Scalability

Manual audits are labor-intensive, time-consuming, and depend on human resources. Typically, auditors can review only a sample of calls, limiting the full view of service quality. AI-driven Speech Analytics, in contrast, can automatically analyze ALL calls—no matter the volume—enabling ongoing, scalable performance evaluation.

  • Precision & Consistency

Human audits are prone to errors and bias, often resulting in inconsistent evaluations. AI applies consistent, precise criteria to every interaction, ensuring fairness and coherence. This uniformity provides a reliable basis for agent development, training, and performance goals.

  • Pattern & Trend Detection

While human auditors may spot specific issues in individual calls, it’s much harder for them to identify systemic trends across hundreds or thousands of interactions. AI excels at detecting patterns and trends at scale, offering statistical insights to address recurring issues, customer pain points, and service gaps.

  • Enhanced Customer Experience

Real-time call analysis allows AI to flag and alert on critical issues for immediate resolution—boosting customer satisfaction and potentially improving NPS scores. A holistic and accurate view of interactions enables proactive strategies to personalize and enhance the customer journey.

  • Compliance & Risk Reduction

Manual audits may overlook compliance issues simply due to limited review scope. AI can automatically monitor conversations for compliance-related keywords, critical phrases, or policy breaches and alert supervisors—significantly lowering the risk of fines or sanctions.

  • Personalized Feedback, Training & Performance

AI can generate detailed, personalized feedback for each agent based on actual interactions. This enables training programs tailored to individual strengths and weaknesses, leading to improved performance and higher service quality.

In Summary

AI-powered Speech Analytics offers a significantly more efficient and accurate alternative to manual quality audits, bringing additional benefits that can transform customer service management:

  • Operational efficiency
  • Better customer experience
  • Enhanced compliance
  • Risk reduction

In a recent speech analytics deployment for a financial sector client, the same manual audit investment enabled 5× more call samples to be analyzed automatically via eAlicia Speech Analytics. Accuracy improved by 20%, problem-detection times dropped by 45%, and CSAT increased by 14%.

A Note on Implementation

However, this technology is not fully autonomous—one of the biggest pitfalls in adoption is overinvesting in infrastructure without enough focus on qualified personnel. AI needs specialized staff to tune, train, and calibrate the system.

At eAlicia, we re-engineer auditing processes to convert manual tasks into automated workflows—empowering quality auditors to become expert calibrators. This elevates their role to higher-value, more impactful work that is essential for the success of the technology.

Transitioning to AI-based solutions is a strategic opportunity for any organization aiming to stay competitive. But selecting the right experienced partner is crucial—not just to acquire the tech, but to implement and leverage it effectively.

Author: Alberto Expósito Medina

eAlicia Business Case: Speech Analytics with AI in quality audits. Transition from manual to automated model

eAlicia Business Case: Speech Analytics with AI in quality audits. Transition from manual to automated model

With this reading our aim is to share our experience and the advantages of refocusing manual quality audits towards automated audits with eAlicia Speech Analytics technology using generative AI. That is why in this case study we will focus on the economic impact for the organisation providing the service and on improving the KPIs related to the Customer Experience.

Implementation of eAlicia Speech Analytics with Generative AI in Quality Audits

Background

Our client is in the business of providing customer services in the financial sector. Prior to the implementation of Speech Analytics with AI, the quality audit process was entirely manual, involving the random review of a sample of recorded calls by quality auditors. This method had several limitations:
  1. Low efficiency and low outreach: Manual review was a slow and laborious process, allowing only 5% of total calls to be audited.
  2. Limited accuracy and subjective decisions: Human subjectivity introduced variability in audit results.
  3. Late detection of problems: Identification of emerging issues and trends was slow, affecting the company’s ability to respond.

Objectives set for the Project

The implementation of the eAlicia Speech Analytics solution with AI had the following objectives:

  1. Increase audit coverage: Evaluate 25% of telephone interactions; a much more representative sample for more confident decision-making.
  2. Improve accuracy: Reduce subjectivity and increase consistency in quality assessments.
  3. Identify problems in an agile way: Detect recurring and emerging problems quickly and take immediate action.
  4. Impact customer satisfaction positively: Use the insights gained to optimise processes and improve the customer experience.

Proposed Solution

The proposed solution involved the implementation of eAlicia Speech Analytics with generative AI, which was incorporated into the service:

  • Automatic transcriptions: Convert phone calls into text with high accuracy.
  • Sentiment analysis (SAS): Assess the emotional tone of interactions and catalogue them.
  • Detect keywords for our client: Identify topics and keywords relevant to our client and their quality audits.
  • Customised reporting: Create automatic reports on quality metrics and trends detected that are aligned with strategic quality plans.

Benefits / Expectations of our client

  1. Expand audit coverage: Increase the current analysis of calls by 5 (25% of the total) to ensure that all problem areas are detected and addressed. Pursue a more representative sample.
  2. Increase accuracy in fieldwork: Generative AI reduces human variability, providing more consistent, accurate and unbiased assessments.
  3. Improve efficiency: Automating the audit process frees up time and resources, allowing quality personnel to leave those functions to become expert calibrators with higher value-added tasks.
  4. Increase customer satisfaction: Insights derived from the analysis would be used to better train service staff, improve internal processes and, as a main objective, increase customer satisfaction.

Results obtained

After implementing the eAlicia Speech Analytics solution with generative AI, our client achieved the following results:

  1. Five times the previous sample of quality audits: 25% of calls were audited, providing a complete picture of performance and potential problems previously missed with the 5% audited manually.
  2. Improved service quality: Recurring problems were quickly identified and corrected, improving service quality and customer perception.
  3. Cost efficiency: The automation of the audit process, with the same investment for our client, made it possible to multiply the sample to be analysed by a factor of 5, with all the benefits that this entails. If we had not wanted to multiply the audited sample by a factor of five, the costs would obviously have been much lower than with manual audits.
  4. Increased customer satisfaction: 15% increase due to improvements in service quality and faster problem resolution. In addition, service perception was improved thanks to the continuous improvement levers incorporated in the quality strategy.

Increasing KPIs

  1. Audit coverage: Increase from 5 to 20% of the audited sample.
  2. Audit accuracy: 20% improvement in the consistency of assessments.
  3. Problem detection time: 45% reduction in the average time to detect recurring problems by identifying a greater number of problems due to the increase in the sample to be audited.
  4. Operational cost efficiency: The audited sample was increased by a factor of five with the same investment in manual audits.
  5. Customer satisfaction: 14% increase in CSAT.

Conclusions

The transition from manual to automated quality audits (with the same investment) using the eAlicia Speech Analytics solution with generative AI has been highly beneficial for our client. Not only has it improved efficiency, increased sampling and accuracy of the audit process, but it has also enabled a faster response to the client’s needs, resulting in a significant improvement in CSAT.

Therefore, it seems that the transition is more than justified.

Autor: Alberto Expósito Medina

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eCommerce and the challenge of improving the customer experience

eCOMMERCE, an evolving sales channel

With ecommerce and customer experience taking care of the customer service offered, managing the return policy in a beneficial way and enhancing loyalty tools are the main challenges of e-commerce.

The emergence of the pandemic in our society has served as a driving force for the shift towards digitalisation. The digital reconversion has meant the survival of many companies in times of confinement and in the current scenario, taking into account the restrictions of mobility and the protocols of security and distancing derived from it. In this sense, there has been an unprecedented acceleration in the digital transformation, which has led to the rise of electronic commerce in recent months.

The massive demand in online shopping during the months of confinement has meant that many companies have had to redefine existing ecommerce models, introduce improvements in the digital environment and establish new strategies to customize the response to the customer. And this is where our eAlicia software comes into play.

eAlicia is a software for quality management in the cloud. eAlicia allows you to measure the quality offered to your customers. Through the different eAlicia meters we will be able to understand what service we give and what opinion our customers have of us.

The customer experience, the best way to approach your business

The business center as customer experience, the new need of today’s market

How do I know what my client thinks?

The customer experience (CX) is the product of a customer’s perceptions after interacting rationally, physically, emotionally and psychologically with any part of a company. This perception affects customer behavior and generates memories that drive loyalty and affect the economic value an organization generates.

This type of practices in your business is very beneficial, applying them implies:

New customers: With a good experience you will attract a number of trends to be recommended and therefore recommended to new customers.

  • New customers: With a good experience you will attract a number of trends to be recommended and therefore recommended to new customers.
  • Commitment and loyalty: Customer satisfaction is not only based on a first internation or a purchase process, maintaining a relationship with our buyer is a main pillar of a good customer experience strategy.
  • Better crisis management: When a customer trusts a business, they are more likely to report a complaint and thus be able to act accordingly.
  • Reduced marketing costs: The user experience approach generates a higher conversion ratio with lower costs.

Here are some reasons to make customer experience in your business.

Finally, but no less important to talk about the Net Promote Score, or the NPS. Which is a meter that helps us understand the relationship with the customer and see if he would recommend our brand, this data can be obtained in many ways, the easiest is to do CX surveys.

eAlicia is a platform based on CX, if you have any questions or plan to improve your business you can arrange a meeting with us at this link. Our team of professionals will be happy to advise you.

CUSTOMER SERVICE DURING CORONAVIRUS

THE KEYS TO MAINTAINING CUSTOMER CONFIDENCE

The global health crisis caused by the coronavirus has put the world on a “pause” for months. But now is the time to think about how businesses and users learn to live with the changes brought about over the past few months. Attitudes still incipient or unthinkable before the pandemic, such as Internet shopping or social distance, have brought about radical changes in business. In this context, customer care during the coronavirus and post-pandemic (if any) is key to business survival and success.

What we know so far about customer service during coronavirus

Some studies have analyzed customer experiences during the Coronavirus crisis. Here are the main data:

  • The incoming volume of customer mentions and queries on digital channels increased by 161%.
  • Brand responses increased by 178%.
  • Brand publications on the channels increased by 133%.

In other words, with the increasing demand for customer service on social networks and other digital channels such as text messages, email or chat platforms, companies have not only had to increase their responses but also their commitment to the customer.

If they were always necessary, empathy, active listening, customer connection and reliability acquire in these moments of crisis a leading role. In a context of uncertainty, it is necessary to prepare new strategies to maintain and maintain the loyalty of current clients, offering innovative proposals and adapted to the situation to incorporate new ones.

Digital attention to customers is playing and will play a central role. In short: creativity and innovation to provide personalized attention and unique experiences in the context of the gravity of the global crisis.

With eAlicia software, we help companies improve their communication channels with customers and train their employees to make customers become fans of your

eCommerce and the challenge of improving the customer experience

eCOMMERCE, an evolving sales channel

With ecommerce and customer experience taking care of the customer service offered, managing the return policy in a beneficial way and enhancing loyalty tools are the main challenges of e-commerce.

The emergence of the pandemic in our society has served as a driving force for the shift towards digitalisation. The digital reconversion has meant the survival of many companies in times of confinement and in the current scenario, taking into account the restrictions of mobility and the protocols of security and distancing derived from it. In this sense, there has been an unprecedented acceleration in the digital transformation, which has led to the rise of electronic commerce in recent months.

The massive demand in online shopping during the months of confinement has meant that many companies have had to redefine existing ecommerce models, introduce improvements in the digital environment and establish new strategies to customize the response to the customer. And this is where our eAlicia software comes into play.

eAlicia is a software for quality management in the cloud. eAlicia allows you to measure the quality offered to your customers. Through the different eAlicia meters we will be able to understand what service we give and what opinion our customers have of us.

THE IMPORTANCE OF CARING FOR CUSTOMER SERVICE IN ECOMMERCE

The consumer is no longer the same, he has adapted to a new way of buying and he has had to become aware of the importance of respecting safety standards.

It is therefore more necessary than ever to address the challenges of e-commerce. In this sense, eAlicia places special emphasis on taking care of the service offered to the customer and allows you to easily carry out, among other things, customer satisfaction surveys, quality surveys and online training for your employees to make them loyal to your customers and become lovers of your brand. eAlicia is at your side to improve the Customer Experience through the online channel!

5 secrets to improve your customer service

THE IMPORTANCE OF IMPROVING THE CUSTOMER EXPERIENCE

What is the most important thing you can do to improve your relationship with your customers? The answer is very obvious and also very ignored: improve customer service or customer service. No matter how great your product is or how talented your staff is, one of the things customers remember most is the direct interaction they have with your company.

What is customer service?

Customer service refers to all actions implemented for customers before, during and after the purchase. Also known as customer service, it is done to fulfill the satisfaction of a product or service.

This term refers to the way in which a company relates to its customers and covers all activities related to its reception, the presentation of a product, the closing of a sale, the guarantee or the response to possible problems or claims. As long as there is a direct deal with a customer, we are talking about customer service. It is the service experience received in its entirety.

Although this is the basic definition, the fact is that the concept has far more implications for the company as a whole. In recent years, the term “customer experience” (CX) has become fashionable, emphasizing the entire journey of the user and creating a unique experience in their relationship with the company. Many companies around the world are striving to improve that experience to consolidate their reputation, increase user loyalty and boost sales.

Wanting to put the customer at the center of your business sounds easy, but it’s a lot more complicated than it looks. In eAlicia we are experts in creating positive customer experiences and here we show you some steps to achieve it:

1 – Show that the customer is important
2 – Establish fast and friendly customer service processes
3 – Hire professionals who care about the customer
4 – Use new technologies
5 – Measure, measure and measure again.

With eAlicia CX you have a powerful tool to know what are the opinions of your brand or company. If you want to know what are the strengths and weaknesses of your customer service, you have no choice but to measure, measure and measure again and with eAlicia software we make it easy for you. Measuring your service will help you realize the importance of users and the huge impact they have on your organization.

To do this, it analyzes basic indicators such as the Net Promoter Score (NPS or recommendation ratio), uses the mystery client technique (mystery shopping) and measures the number of claims, the average waiting time, the number of interactions needed to solve a problem and all key performance indicators.

With eAlicia you can discover the customer perception of your company, know all the negative experiences, positive experiences and all the needs of your customers to create a customer journey map and improve the customer service experience in a fast and easy way. To get a good customer experience your best option is to train in it and in eAlicia we can help you! Many people think that customer service is “natural” or “normal”.

After all, we all deal with people in our day-to-day lives. But this attitude is a big mistake that can cost your company millions of dollars. From the eAlicia Platform you can take courses in Customer Service whenever you want.

With eAlicia CX make your customers be followers of your brand!!

The cloud 360 eAlicia platform launches website

eAlicia launches a new website to present its four services: surveys, evaluations, elearning and user experience.

At eAlicia we are always very happy  and even more so,  when we present a new website. This website is characterized by showing the four eAlicia services in an efficient and interconnected manner. After 11 years in the market, we wanted to show all that we are capable of, especially with all the companies that have been with us for many years and that help us to improve.

Our four services are differentiated but interconnected with each other, we first find eAlicia Surveys, which are the basis for measuring everything and through any type of channel, it could be email, calls, sms, etc. and anywhere in the world, creating from simple to complex meters everything that we need to measure, then we find eAlicia Evaluations, our star product, which we are very proud of, consists of being able to measure our internal quality, creating values ​​per agent, employee or even service provider, listening to agents calls and so we can know what quality we are giving, our third product is eAlicia eLearning, a university, to train and inform all employees or members of an organization, for all the new employees that need a tutorial, or for personnel that require specific training, we can upload courses in various formats and track them. Finally, and what we can say is the one that is the most demanding is eAlicia Customer Experience, with this product we will carry out among others, product campaigns, know the positioning of our brand, measure our NPS, CSAT and so on withe endless possibilities.

In addition, our platform allows through the Alicia World Data Map, to know at a glance, all the data worldwide, either by country, by service or even channel. This map shows colors and creates values ​​and percentages with which you will know instantly, for example, what  business centers require specific supervision or improvement.

For more information about our services do not hesitate to contact us through our contact form, we will be happy to understand all your questions.