As customer interaction volumes grow, it becomes harder for contact centres to keep track of what customers are saying – and why they are getting in touch.
When feedback comes from multiple channels and in large volumes, it’s easy to miss patterns or repeated concerns.
This is where speech analytics can make a real difference. By analysing voice and digital interactions, contact centres can identify trends, root causes, and opportunities to improve customer service.
To find out more, we asked Michele Carlson, Senior Product Marketing Manager at NICE, to explain one of the signs you need speech analytics.
Video: Speech Analytics Use Cases: Better Managing Increases in Volume
Watch the video below to hear Michele explain a sign you need speech analytics:
With thanks to Michele Carlson, Senior Product Marketing Manager at NICE, for contributing to this video.
This video was originally published in our article ‘Top 10 Use Cases for Speech Analytics’
When to Consider Speech Analytics
If your organization is experiencing a steady rise in contact volume and it’s becoming difficult to keep up, speech analytics may be the right next step.
It allows you to analyse conversations at scale, so you can quickly identify recurring issues, as Michele explains:
“Using AI to understand conversations with customers allows organizations to drill down into what their customers are saying, so that they can identify common patterns, across all of their interactions.
One sign your organization might be ready to implement speech analytics is if you are seeing an overwhelming increase in interaction volume, speech analytics is a great way to figure out the root causes.”
For example, if many customers are calling about the same product fault or delivery delay, speech analytics will highlight this pattern. This saves time spent manually reviewing calls and allows for faster, more informed decisions.
Use Speech Analytics to Identify Common Issues Across Interactions
Speech analytics looks at both spoken and written language across your customer interactions.
“Speech analytics technology can be used to gain insights from digital and voice interactions to determine if your customers have a common issue with a product or a service.
Perhaps customers are reaching out because a product is malfunctioning, or perhaps it stops working shortly after their purchase. Speech analytics can help you to discover the key details, or commonalities, across interactions.”
It helps surface issues that might otherwise go unnoticed, such as a product that frequently stops working soon after purchase.
By pulling together these individual cases into a clear, collective picture, organizations can act earlier to fix underlying problems. This might involve updating a product, improving support information, or making changes to a service process.
Then Turn Insight Into Action
The true value of speech analytics comes from what you do with the findings. Once you’ve identified common pain points, you can create focused action plans.
That might mean retraining support staff, adjusting how services are delivered, or improving communication around known issues.
Ultimately, the goal is to prevent repeated issues and ensure that customers continue to receive a reliable and positive experience.
“These insights can then generate actionable steps organizations can take to rectify the situation, so that you can continue to deliver the products and services that exceed your customers’ expectations.”
If you are looking for more great insights from the experts, check out these next:
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- 3 Ways to Reduce Agent Stress Through Training and Culture
- How to Improve CSAT With the ACAF Model
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 14th Aug 2025 - Last modified: 15th Aug 2025
Read more about - Video, Michele Carlson, NiCE, NiCE CXone, Speech Analytics, Videos
