Learn what Speech Analytics is, how it extracts value from voice conversations, and why it’s essential for improving AI agent performance and customer experience at scale.
Speech Analytics is the process of analyzing recorded or live voice conversations to uncover insights about customer behavior, agent performance, compliance adherence, and business opportunities. It goes beyond simple transcription: examining tone, keywords, sentiment, and conversational patterns to deliver actionable intelligence.
In AI voice systems, speech analytics helps teams understand not just what was said during calls, but what it means for customer experience, operational efficiency, and future improvements. Post-call analysis is the biggest key driver of speech analytics, with the more calls AI voice agents handle, the more data available within speech analytics.
Automation doesn’t end when the call ends. Smart businesses use speech analytics to continuously refine and optimize their AI voice agents by:
Identifying common reasons for calls (intent analysis)
Spotting performance gaps in AI-driven conversations
Measuring customer sentiment and satisfaction in real time
Ensuring compliance with legal and industry standards
Surfacing sales opportunities or upsell triggers automatically
For B2B teams managing large call volumes, speech analytics turns every conversation into a learning opportunities that fuel smarter automation strategies over time.
Keyword and Phrase Detection
Track specific words, questions, complaints, or competitive mentions across thousands of calls.
Sentiment and Emotion Analysis
Identify frustration, confusion, satisfaction, or urgency based on tone and language.
Conversation Mapping
Visualize the flow of typical customer interactions to optimize call flows and agent behavior.
Compliance and Risk Monitoring
Automatically detect if certain disclosures, verifications, or compliance scripts are missing.
Trend and Pattern Recognition
Uncover emerging product issues, customer pain points, or training opportunities.
A B2B SaaS platform uses Retell AI’s speech analytics suite to review all post-onboarding support calls. It identifies that customers frequently mention difficulty integrating with one specific CRM. The company launches targeted in-app guides and improves training scripts that resulted in cutting related support tickets by 35%.
With speech analytics, voice conversations stop being ephemeral, and start becoming structured, searchable, and strategically valuable assets for growth and optimization.
Explore Retell's sophisticated call and speech analytics capabilities and how to navigate them in our guide to tracking and measuring AI voice agent performance.
Revolutionize your call operation with Retell.
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