Course overview
This course provides a comprehensive introduction to AI speech analytics. You will explore the entire technical pipeline from audio capture and automated speech recognition to natural language understanding, sentiment detection, and operational integration. By the end of this course, you will understand how to deploy and govern these AI systems to drive measurable customer experience improvements and maintain compliance.
- Explain the end-to-end pipeline of AI speech analytics from audio ingestion to operational insight
- Evaluate the performance of automated speech recognition systems using word error rate and other metrics
- Describe how acoustic features and natural language processing combine to detect speaker sentiment and intent
- Design integration pathways to connect speech insights with customer relationship management systems and quality assurance workflows
- Establish governance models that address privacy, data redacting, and human-in-the-loop validation