The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
Close
Published On: 5th Aug 2026 07:30
Speech analytics has come a long way from its early days of keyword tracking and compliance checks, and today, contact centres are entering a new era where every interaction can be transcribed, analysed, and transformed into meaningful insight in real time.
What’s driving this shift is the combination of full-scale transcription and advances in generative AI.
Together, they are enabling organizations to move beyond basic monitoring and toward a deeper, more intelligent, understanding of customer interactions.
The result is not just better oversight, but smarter decision-making and improved performance across the board.
To find out more, we spoke to Richard Manthorpe, Product Director at Content Guru, about how AI is redefining speech analytics and enabling greater insight into customer interactions.
Watch the video below to hear Richard explain what contact centres need to do to upgrade HOW they listen to customer feedback and how we are moving from asking objective to subjective questions:
With thanks to Richard Manthorpe, Product Director at Content Guru, for contributing to this video.
This video was originally published in our article ‘Upgrade How You Listen to Customer Feedback’
Traditionally, contact centres could only review a small sample of interactions for quality and compliance purposes, and this limited visibility made it difficult to identify patterns or ensure consistency.
Now, with real-time transcription, contact centres can capture and analyse 100% of interactions, a shift which delivers immediate value including:
“A lot of organizations are transcribing interactions in real time so that they can then go on to use those for helping the agent become more efficient.
And what we’ve seen is that this provides companies with the return on investment for them to take that journey. So now 100% of calls are being transcribed. What that means is that that transcription can then be used for quality management.”
By making every conversation accessible and searchable, transcription becomes the backbone of modern contact centre analytics.
In the past, speech analytics focused on objective checks, such as whether an agent read a required compliance statement word for word.
“Other advances with things like generative AI mean that speech analytics has evolved. No longer are we asking objective questions – you know, was a particular compliance statement read out word for word.
Now we can be much more subjective. We can ask things around was an agent’s response actually appropriate? Did it cover all of the customer’s concerns?
So these kinds of questions mean – which is very different from the old days of speech analytics – but what that means is you can get a greater insight into what’s happening on a particular interaction.”
Today, generative AI enables a much more nuanced approach, and contact centres can now evaluate:
This shift from rigid, rule-based evaluation to contextual understanding provides far richer insight into both agent performance and customer experience.
With more advanced analytics, contact centres can move beyond surface-level metrics and gain a deeper understanding of what’s really happening in conversations.
Instead of simply categorizing interactions, AI can interpret customer intent, conversation flow, and resolution quality.
This allows leaders to see not just what happened, but how well it was handled, which helps unlock opportunities for more targeted coaching and improvement.
One of the most powerful capabilities of modern AI is its ability to uncover what contact centres aren’t already looking for, as Richard explains:
“The other thing you can do is ask for the unknowns. I don’t have to then say which particular trends did this particular interaction fit into.
I can provide my AI model with ‘these are the trends that we know about, these are why we think customers are contacting us, was this interaction about something different?’
If it was, what was it? How many times am I seeing that? Am I seeing that at certain times of the day? Am I seeing that about certain types of product that we sell, for instance?”
Rather than limiting analysis to predefined categories, AI models can:
For example, contact centres can ask:
This ability to surface unknown insights transforms contact centre analytics from reactive reporting into proactive discovery.
The ultimate benefit of AI-driven speech analytics is accessibility. This means leaders no longer need to manually sift through data or rely on limited reports, and gain access to:
“It gives the management information leaders with an organization the ability to understand in a very frictionless way exactly what’s going on within their organization in ways which they couldn’t have done before.”
This frictionless access to insight enables faster, more informed decisions and helps contact centres respond quickly to issues and continuously improve performance.
The evolution of speech analytics is redefining what’s possible in the contact centre, and with full transcription, advanced AI, and the ability to uncover both known and unknown insights, contact centres can move from reactive monitoring to proactive optimization.
What was once a compliance tool is now a strategic asset that provides a complete, real-time view of customer experience and operational performance.
If you are looking for more great insights from the experts, check out these next:
Reviewed by: Jo Robinson
The Latest Customer Contact Research, Reports and White Papers straight to your inbox!
Get the latest insights from Call Centre Helper by signing up for our email content.
Close
4th August 2026
4th August 2026
