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Native-language analytics

By default, the AI summary and structured analysis of a call are written in English, whatever language was spoken. With native analytics enabled, the written parts of the analysis come back in the call's own language, so a German call gets a German summary and a Spanish call a Spanish one.

Native analytics is enabled per account by Speechlytics and requires Transcription Analytics (summaries and structured analysis).

What changes language​

The prose a reader works with is written in the call's language:

  • the summary and quick insight;
  • main topics discussed, resolution and next steps;
  • positive indicators and potential concerns;
  • agent strengths and opportunities for improvement;
  • churn, objection and upsell notes;
  • topics.

Extracted keywords and the names of people, companies and products are kept as spoken in the call.

What stays the same​

Values that reports count and compare stay in their standard form, so aggregation keeps working across languages:

  • overall sentiment, customer and agent emotion;
  • buying intent, urgency, risk level, sales opportunity, issue category and call type;
  • scores, such as 4/5, and the analytics score;
  • field names in the API response;
  • keyword-matching results, which are based on your configured phrases, not the analysis.

Things to know​

  • New calls only. The setting applies to calls analyzed after it is switched on. Existing analyses are not rewritten, and re-processing a call that already has an analysis keeps the stored one. Test with a new call.
  • Topics are counted per language. A topic written in German and the same topic in English are counted separately in topic charts. Accounts that report on topics across many languages may prefer English analysis.
  • Analysis profile unchanged. The Sales or Customer Support profile decides what is analyzed; native analytics only decides the language it is written in.
  • Transcript language. The language used is the one detected for, or specified on, the call. Set language on API submissions when it is known.