We review products independently, but we may earn affiliate commissions from buying links on this page. Terms of use. Artificial intelligence (AI)-powered speech analytics provider VoiceBase announced today at Tableau Conference 2019 in Las Vegas, Nevada, that it will be adding a text analytics component its existing voice speech/voice analytics solution to supplement its voice-driven insights. VoiceBase customers can now ingest text data from chat, email, messaging, social platforms, forums, and helpdesk platforms like ServiceNow, Salesforce, and Zendesk, to help generate a more accurate picture of customer interactions and sentiment. VoiceBase is known for its various technologies that integrate automatic speech-to-text and predictive speech analytics that help businesses gain customer insights. The addition of text analytics can increase the data model exponentially, giving a business a more incisive picture of its users. "This helps in sentiment and categorization that flows into the key driver analysis we do, like competitor mentions, brand mentions, and picking out emotions," said Jeff Huckaby, Vice President of Marketing and Business Development at VoiceBase. Earlier this year, VoiceBase teamed up with data visualization and business intelligence (BI) software provider Tableau. By using VoiceBase's solution, call center audio recordings can be parsed and then made available as a data source in an enriched text format that Tableau Desktop can use to deliver rich visualizations. With the addition of Text Analytics, self-service BI tool Tableau can render even more precise and accurate data visualizations to create a clearer picture of customer analytics. New Access to Insights The combination of voice and text data visualized in detailed dashboards can give companies access to insights they simply didn't have before. These include using natural language processing (NLP) to surface keywords and topics that make recorded content discoverable. Machine learning (ML) is employed to expand speech analytics and generate conversation metrics, resulting in call drivers and business trends. This information can be used to improve call center interactions, streamline call agent scripts, and highlight product or service areas that could use improvement. Huckaby said that VoiceBase has been testing the feature internally. The company will demo it and other products being announced at Tableau Conference 2019, being held in Las Vegas from November 12-15, 2019. (Image credit: VoiceBase) VoiceBase Enterprise Accelerator Announced The company is also announcing VoiceBase Enterprise Accelerator. "It's a tightly integrated, turnkey analytics platform that helps organizations deploy speech and text at scale," Huckaby explained. "We use a simple online interface to establish hooks into data warehouses, and start flowing data from our JavaScript Object Notation (JSON) output into the customer's database of choice." VoiceBase Enterprise Accelerator creates and continually maintains a fast and easy-to-query warehouse in a company's Azure SQL, Redshift, or Snowflake instances. It also provisions a companion Tableau server site with a suite of ready-to-customize dashboards. Setting up the VoiceBase Enterprise Accelerator takes approximately one hour. Huckaby noted that setting up a similar solution like VoiceBase Enterprise Accelerator from scratch could take between six to nine months without testing. "VoiceBase's solution aims to help enterprises get up to speed faster," he said, "and be actively and quickly listening to what their customers are saying." VoiceBase Enterprise Accelerator ostensibly fast-tracks analytics by processing buckets of customer voice and text data quicker. This gives businesses faster access to insights, and greatly improves their reaction time for brand and sentiment analysis. Huckaby added that VoiceBase Enterprise Accelerator is a game changer because it offers businesses fresh data and insight for more accurate and timely analytics. Integrations with data warehousing solutions such as Azure SQL, Redshift, or Snowflake instances allow data to be integrated with existing databases. VoiceBase Enterprise Accelerator is slated for a January 2020 release, and pricing for the service will be announced closer to the release date. (Image credit: Statista) VoiceBase Online Announced Another VoiceBase announcement is about an application that's coming in January 2020. It's called VoiceBase Online, and it's a fully hosted Software-as-a-Service (SaaS) app that hosts the analytics databases with optimized query schemas, data transformations, and front-end visual analytics. It's powered by Tableau. The latest service and product announcements from VoiceBase resonate with the growing types of AI applications used by US companies in 2018 (see Statista chart above), with voice, call center and chatbot, plus social media and analytics as some of the more common areas where AI is applied. "In a changing analytics world, many customers ask for self-service, but a segment of customers also desire full-service analytics," said Mark Langsfeld, Vice President of Product at VoiceBase, in a news release. "VoiceBase Online is a fully hosted, highly scalable, and affordable option for organizations that value speed to market with their voice or customer analytics." "With VoiceBase Online, customers don't [need to] do anything," said Huckaby. "We get their call information and their text information. We adjust that information through our application programming interface [API] to connect it into our data warehouse structures. We have Tableau visualizations built on top of that and other scorecard capabilities. From there, we can enable predictive analytic models on top of that data." Huckaby added that, through its offerings, VoiceBase can help customers regardless of where they are in their analytics journey. Have any questions you need answered about BI? Join the [email protected] business community on LinkedIn, and you can ask vendors, other professionals like yourself, and PCMag's editors.

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