MainTrax offers unique speech analytics professional services to compliance departments that are not typically offered by their speech recognition suppliers. In the case of a top-five online university, MainTrax’s team shared best practices and provided tactical and strategic recommendations for utilizing their speech recognition software by:
Building non-compliant phrase libraries. By actually listening to hundreds of recordings, MainTrax analysts reviewed advisors’ scripts and call handling procedures, pinpointed hundreds of phrases prohibited by the university’s compliance guidelines, and cataloged those phrases into numerous “root cause” categories.
Creating conversational variations of certain phrases. MainTrax added nuanced variations of certain phrases to ensure that alternatives of the original phrase get captured.
Testing the audio search “hit” accuracy of certain phrases. Many factors need to be considered when building a compliance library, including whether the audio engines are phonetics or LVCSR based, and the length of each phrase. MainTrax lengthened certain phrases, parsed others into “phrase fragments,” improved the hit accuracy of certain words by adding alternative phonetic spellings of keywords, and tested each with the university’s audio tools.
Determining the confidence level “sweet spot” for each phrase. Giving great consideration to its client’s limited internal resources – and to the intrinsic value of each phrase – MainTrax recommended how best to calibrate the confidence levels of each phrase so managers could be proactively notified each time a “hot” call had been detected.
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