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Las Vegas Convention Center

April 24th & 25th 2024


Apr 24 & 25 / 2024

LVCC, Las Vegas

Gregory Whiteside: Speaking at the Call and Contact Center Expo USA

Gregory Whiteside

CEO @ Humanfirst.ai  -  HumanFirst

Call analytics: from keyword-search to natural language understanding (NLU)

Keyword-based search / tagging and hard-coded rules still power voice conversational analytics for some of the biggest call center, communication and sales enablement platforms. It seems obvious now that natural language understanding (NLU) is a better option than keyword-based logic; and with speech-to-text models like Whisper (the open ASR model released by OpenAI 6 months ago), we now have source data good enough to move from keyword logic to NLU.