Gregory Whiteside
CEO @ Humanfirst.ai - HumanFirst
Call analytics: from keyword-search to natural language understanding (NLU)
Keyword-based search / tagging and hard-coded rules still power voice conversational analytics for some of the biggest call center, communication and sales enablement platforms. It seems obvious now that natural language understanding (NLU) is a better option than keyword-based logic; and with speech-to-text models like Whisper (the open ASR model released by OpenAI 6 months ago), we now have source data good enough to move from keyword logic to NLU.