From audio to knowledge: How to transcribe, classify & analyze calls

In today's world, where every customer interaction is an opportunity for improvement, support calls have become a valuable source of information.

However, many companies still fail to tap into their true potential. Thanks to advances in data processing and AI-powered data analysis, it's now possible to turn these conversations into useful and actionable knowledge.

Below, we'll explain how to transcribe, categorize, and analyze support calls using data processing tools, and how this can transform the experience for your team and customers.

Why is call analytics so important?

Every call a support team receives contains clues about customers' needs, frustrations, and expectations. Transcribing and analyzing them allows you to:

• Detect common problem patterns.
• Identify opportunities for product or service improvement.
• Measure the effectiveness of the support team.
• Make evidence-based decisions.

With the right data processing solutions, this information is not only stored, but transformed into strategic value.

Transcription: The first step in Data Processing

To analyze a call, the audio must first be converted into text. This automatic transcription is now performed thanks to speech recognition models powered by artificial intelligence.

Data processing tools with automatic transcription capabilities allow thousands of minutes of conversation time to be converted into structured text in a matter of minutes. Some advantages of this process:

• It saves the support team time.
• It makes it easier to search for keywords or topics.
• It allows conversation analysis without having to listen to the audio.

In addition, companies like Rootstack, an experienced digital solutions provider, integrate this functionality into custom support systems, optimizing operational efficiency.

Call triage with AI-Powered data analysis

Once transcribed, calls can be automatically triaged according to various criteria:

• Type of inquiry (technical, commercial, complaints).
• Customer satisfaction level.
• Main topic of the conversation.

This type of triage is achieved with AI-powered data analysis tools, which apply natural language processing (NLP) techniques to interpret textual content.

With these tools, your team can:

• Prioritize cases based on urgency.
• Assign calls to the most skilled agents.
• Detect trends in real time.

Rootstack, with experience developing solutions such as AI chatbots, has worked with companies across various sectors to automate these types of intelligent triage workflows.

Advanced analytics with AI-Powered data analytics tools

Once classified, calls can be analyzed in more depth. This is where AI-powered data analytics truly shines.

Some use cases include:

• Sentiment analysis: To determine if the customer was satisfied, frustrated, or confused.
• Keyword detection: To identify recurring issuess.
• Response and resolution time analysis: measuring operational efficiency.

This type of information enables more informed decisions, from support script adjustments to product improvements.

AI-based data processing solutions offer automated visualizations, reports, and alerts to facilitate decision-making.

Integration with CRM and help desk platforms

This entire data processing workflow (transcription, classification, and analysis) can be integrated with your CRM system or help desk software.

Leading digital transformation companies, such as Rootstack, develop custom integrations so that these data processing tools work seamlessly within your organization's current ecosystem.

This way, analytics becomes a natural part of the support team's daily work, without the need for parallel processes or isolated tools.

Benefits of applying data processing solutions to support

Implementing these solutions has concrete benefits for any organization that manages customer service:

• Continuous service improvement: identifying weaknesses and opportunities.
• Increased customer satisfaction: by resolving issues faster and with greater empathy.
• Data-driven decision-making: leaving the guesswork behind.
• Automating repetitive tasks: such as initial triage or call summarization.
• Reducing operational burden: thanks to automatic reporting.

And above all, it allows the support team to focus on what really matters: helping customers with empathy and efficiency.

Where to start?

If your company is ready to tap into the hidden potential of its support calls, here are some recommended steps:

• Evaluate your current infrastructure: Do you have access to the recordings? Are they integrated into a CRM?
• Select appropriate tools: There are multiple tools for data processing, many with specialized support features.
• Seek expert advice: Working with a trusted provider like Rootstack ensures an effective and customized implementation.
• Train your team: So they understand the benefits of AI-powered data analysis and know how to interpret the results.
• Iterate and improve: Continuous learning is key to extracting the most value.

Rootstack: Your technological partner

Rootstack is a trusted provider with experience developing solutions for support and customer service teams. It has implemented AI chatbots, incident management platforms, and custom data processing solutions for companies in sectors such as telecommunications, banking, and healthcare.

Additionally, its modular approach allows each solution to scale as the team's needs grow. With a solid background in AI-powered data analytics tools, Rootstack is an ideal partner for transforming calls into actionable insights.

The true value of a support call isn't just in solving a specific problem, but in the information it leaves behind. Thanks to data processing, and with the support of AI-powered data analytics tools, it's now possible to transcribe, classify, and analyze thousands of interactions for continuous improvement.

It's no longer about serving the customer, but about understanding them. And with the right data processing solutions, your support team will be better equipped to do so.

Would you like to start transforming your support operation? Rootstack can help you implement the best data processing tools, customized for your team. Contact us.