Short answer, yes.
Yes. We can analyse any topic that can be captured in the text of the conversation to help clients find the calls they most want to listen to. However, speech is complex and is made up of many features including words, pitch changes, pace, volume, and tones which appear in intricate patterns. These are difficult to model in a systematic way. Nevertheless, some logical thought into creating text-based topics will help surface conversations of interest, getting you 80% of the way. Combined with Auto-QA results to indicate where the most likely risks are, will effectively give you 100% risk-based coverage, enabling you to take targeted action (manual-QA, feedback, coaching, training) to fix your highest risk problems.
Looking to the future, we are developing AI-based extensions, so we can judge soft skills and agent behaviours beyond just the words spoken. Please talk to us about what you are looking for and we can provide more information of where the capabilities are on our 2022 roadmap.