AI Speech Analyzer: Voice-to-Text Solution
📍 Location: US
🏨 Domain: Healthcare
Patient communication is crucial in the fast-paced world of healthcare, our client, a well-established chain of clinics in the US, faced a significant challenge: ensuring that their managers consistently provided high-quality service during phone interactions with clients. While managers were required to follow a strict call script designed to maintain service excellence, there was no reliable way to track compliance, measure performance, or identify areas for improvement.
Recognizing the need for an intelligent solution, the client approached Acodix Technologies with a vision – an application that could analyze call recordings, assess service quality, and offer clear insights into how well managers adhered to their scripts. The solution needed to be scalable, easy to integrate, and capable of providing actionable feedback that could drive continuous improvement.
Bringing the Vision to Life
To meet these requirements, our team at Acodix Technologies developed a powerful speech-to-text analysis solution designed to streamline call evaluation processes while maintaining accuracy and efficiency. We implemented a comprehensive approach that focused on three core capabilities:
✅ Voice-to-Text Conversion
Using Google’s Speech-to-Text API, we ensured that call recordings were transcribed accurately, maintaining the clarity and fidelity of conversations. This provided a reliable textual representation of every call, forming the foundation for further analysis.
✅ Intelligent Text Analysis
We built a robust logic system to evaluate transcriptions against predefined quality criteria. The system detected key phrases and script adherence and flagged missing elements and words that should be avoided. This allowed the client to identify weak points in conversations and offer targeted coaching to managers.
✅ Actionable Reporting & Insights
To turn raw data into meaningful intelligence, we created customizable reports that summarized analysis results, providing clear service quality metrics. Managers could now view conversation scores, see what went well, and receive detailed feedback on areas that needed improvement. This data-driven approach empowered leadership to enhance customer interactions proactively rather than reactively.
The Technology Behind the Solution
The success of this solution was driven by a carefully chosen tech stack, ensuring scalability, reliability, and future-proofing:
- Backend Development: Implemented using Node.js, optimized for efficient processing of call data and handling asynchronous tasks seamlessly.
- API Integration: Integrated Google’s Speech-to-Text API, leveraging cutting-edge natural language processing (NLP) to provide highly accurate transcriptions.
- Data Management: Used Azure Cosmos DB for secure, scalable data storage and retrieval, enabling seamless analysis and reporting capabilities.
The high-level architecture design is below:
Driving Measurable Business Outcomes
The impact of this solution was immediate and measurable. By automating call analysis and providing clear, actionable insights, the client achieved significant improvements in key performance areas:
✅ More Satisfied Patients → 5-15% increase in CSAT scores
With managers adhering more closely to scripts and providing clearer, friendlier service, patient satisfaction levels saw a noticeable rise.
✅ Fewer Repeat Calls → 5-10% improvement in First Call Resolution (FCR)
Conversations became more effective, reducing the number of follow-up calls required to resolve issues.
✅ Fewer Complaints → 10-30% reduction
By identifying common frustrations and missteps in conversations, the clinic was able to address concerns proactively, leading to fewer patient complaints.
A Scalable Future
The solution not only met all business requirements but also set the stage for future enhancements. Designed with scalability in mind, the architecture is ready to evolve into a full-featured call analytics platform, integrating advanced AI-driven insights, predictive analytics, and deeper sentiment analysis.
For the client, this wasn’t just a software implementation – it was a transformational shift in how they managed service quality. With real-time insights and automated reporting, their managers are now better equipped than ever to deliver exceptional patient experiences.
At Acodix Technologies, we take pride in building solutions that drive real impact. This project reinforced our belief that technology when leveraged correctly, has the power to elevate customer service, optimize business operations, and create lasting value.
