# Speech & emotion analytics for a contact centre: AI use case

> Custom speech recognition and emotion models for every customer call, hosted in-region. Finance & Insurance.

Source: https://aibyos.com/use-cases/call-analytics-research

Finance & Insurance

# Speech & emotion analytics for a contact centre

Custom speech recognition and emotion models for every customer call, hosted in-region.

[Discuss this use case](https://aibyos.com/contact)

## How we approach it

1.  Fine-tuned ASR for local language and product vocabulary
2.  Multimodal emotion classifier on audio + text
3.  Dashboards and agent coaching alerts

## How success is measured

Word error rate, agreement with QA team, share of calls analysed.

## Capabilities involved

[∿ Applied ML, LLM & Voice Research](https://aibyos.com/research)[◉ Voice & Speech AI](https://aibyos.com/services/voice)[▥ Sovereign GPU Compute](https://aibyos.com/gpu)

## Industry

Finance & Insurance

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