Transform customer conversations into actionable business insights with AI Transcript Analytics and Speech Intelligence. Learn how AI-powered speech analytics, customer intent recognition, and automated quality assurance improve agent performance and customer experience.

Designed for contact center professionals, CX managers, QA analysts, AI specialists, and data analytics practitioners, this course explores AI transcript analytics, conversational patterns, and intelligent agent coaching. You'll learn to analyze customer interactions, apply AI-generated coaching feedback, and evaluate next-best action recommendations. Explore gamification and automated QA scoring to strengthen agent engagement, service consistency, and performance improvement. Discover how acoustic analysis, interruption detection, and transcript data ingestion support speech intelligence. Examine speech recognition bias, model drift, and retraining strategies to improve AI accuracy, fairness, and reliability. By the end of this course, you'll be able to identify customer intent, evaluate AI coaching systems, assess speech analytics workflows, and recommend improvements to conversation quality and agent performance. What makes this course distinctive is its integrated focus on conversational intelligence, automated coaching, quality scoring, and responsible AI model optimization through practical customer service scenarios.