Configure streaming transcription and diarisation within a live-call latency budget.
Digital Transformation & Artificial Intelligence
Speech Analytics and Real-Time Agent Assist in Contact Centres
Deploy real-time speech analytics and agent assist in contact centres, from live transcription to automated quality scoring, coaching and compliance monitoring.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
A contact centre produces a transcript for nearly every conversation it has, yet most of that evidence is only ever reviewed on a handful of randomly sampled calls, long after the customer has hung up. This course puts that evidence to work in real time: streaming transcription and diarisation inside a live-call latency budget, detecting intent, sentiment and compliance triggers while an agent can still act on them, and surfacing knowledge or next-best-action prompts without burying the agent in noise. Automated call summarisation is built to cut after-call work, and rubric-based scoring is applied across the full call population in place of small manual samples. Later modules turn that same analysis into coaching material, cluster transcripts to find the root causes behind rising contact volume, and apply the data protection controls that keep payment and personal data out of transcripts and recordings that should never have carried them. Every technique is judged by one test: does it change how the call goes, not just how it is reported afterwards.
Expected Learning Outcomes
Detect customer intent, sentiment and compliance triggers while a call is still in progress.
Design real-time agent assist prompts that surface relevant guidance without distraction.
Automate call summarisation and disposition coding to reduce after-call work time.
Replace sampled manual quality scoring with automated scoring across full call volumes.
Cluster call transcripts to identify root causes and emerging contact drivers.
Apply data protection controls that mask payment and personal data in transcripts and recordings.
Who Should Attend
Contact centre operations managers responsible for quality, efficiency and compliance.
Workforce optimisation and quality assurance teams scoring and coaching agents.
Customer experience leaders evaluating speech analytics and agent assist technology.
IT and platform teams integrating speech analytics with telephony and CRM systems.
Compliance officers monitoring regulated disclosures and vulnerable customer handling.
Team leaders and coaches using call analytics to guide agent performance conversations.
Course Modules
Select any module to see its sessions and points.
01Real-Time Speech Processing in the Contact Centre
2 sessions · 8 points
Session 1Streaming Transcription and Speaker Diarisation
- Configuring streaming automatic speech recognition to deliver transcripts within a live-call latency budget.
- Separating agent and customer speech through diarisation to support accurate downstream analysis.
- Handling accents, cross-talk and background noise that degrade transcription accuracy on live calls.
- Routing low-confidence transcript segments for later correction instead of blocking the live feed.
Session 2Detecting Intent, Sentiment and Compliance Triggers Live
- Classifying customer intent from partial transcripts early enough to support the agent mid-call.
- Scoring sentiment and tone shifts to flag calls heading towards escalation before they arrive there.
- Matching live speech against required disclosure scripts to confirm regulatory compliance in real time.
- Identifying vulnerable-customer language patterns that should change how the rest of the call is handled.
02Building Real-Time Agent Assist
2 sessions · 8 points
Session 1Surfacing Knowledge and Next-Best-Action Prompts
- Triggering relevant knowledge base articles on screen the moment a matching intent is detected.
- Ranking next-best-action suggestions by their likely impact on resolution and customer experience.
- Suppressing low-confidence prompts that would distract rather than help the agent mid-call.
- Measuring how often agents accept versus dismiss assist suggestions to tune future relevance.
Session 2Reducing After-Call Work with Automated Summaries
- Generating a structured call summary covering the reason for contact, actions taken and outcome.
- Pre-filling disposition codes and case notes from the summary for quick agent confirmation.
- Flagging follow-up tasks or promises made during the call so they are tracked to completion.
- Measuring after-call work time reduction against a pre-automation baseline for the same call types.
03Post-Call Analytics and Quality Management
2 sessions · 8 points
Session 1Automating Quality Assurance Scoring
- Replacing small random-sample manual call scoring with automated scoring across the full call population.
- Building rubric-based scorecards that map transcript evidence directly to each quality criterion.
- Calibrating automated scores against human evaluator judgements on a validation sample of calls.
- Routing disputed or borderline automated scores to a human quality analyst for a final decision.
Session 2Root-Cause and Trend Analysis Across Call Volumes
- Clustering call transcripts by topic to identify emerging drivers of contact volume.
- Linking a spike in a topic cluster back to a specific product, policy or system change.
- Feeding recurring root causes into self-service or process-improvement backlogs for action.
- Tracking sentiment and resolution trends by team, queue and time period over successive weeks.
04Coaching, Compliance and Platform Governance
2 sessions · 8 points
Session 1Turning Analytics into Agent Coaching
- Generating individual coaching reports from recurring scorecard gaps rather than isolated calls.
- Identifying language patterns used by top performers for reuse in team coaching sessions.
- Tracking adherence and sentiment improvement following a specific coaching intervention.
- Balancing automated coaching signals with supervisor judgement on context automation can miss.
Session 2Data Protection and Platform Integration
- Masking spoken payment card and personal data in transcripts and recordings before storage.
- Managing call recording consent and retention rules across every jurisdiction the centre serves.
- Integrating speech analytics with telephony and workforce management platforms without disrupting call routing.
- Planning model and script updates so live agent assist keeps working correctly during rollout.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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