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Overview

SMART, the SpeechMiner Administration Tool, is a component of UTOPY SpeechMiner, UTOPY's award-winning, flagship product for Customer Intelligence. SpeechMiner analyzes recorded conversations between call-center agents and customers in accordance with a customizable set of instructions. SMART is used to define the set of instructions that is used by SpeechMiner in a particular organization. These instructions specify the way SpeechMiner performs recognition and analysis of customer data; SMART allows SpeechMiner users to create, edit, and update the recognition instructions so that SpeechMiner can identify the content of each call with maximum accuracy.

The sets of instructions that are managed in SMART can be divided into two general parts:

- Call analysis: Programs tell SpeechMiner which specific linguistic and non-linguistic Events to search for in calls.
- Call classification: Categories are used to categorize calls after their content is analyzed, based on their content and other characteristics.

The combination of call analysis and classification enables SpeechMiner users to find and play back important Events and to analyze groups of calls based on their characteristics.

Typically, SpeechMiner implementations at our customer sites include development of the underlying SMART system by UTOPY's client solutions team. However, advanced SpeechMiner users who have SpeechMiner administrator privileges can choose to modify the SMART system themselves in order to further fine-tune call recognition and analysis in their company's implementation of SpeechMiner.

See also

Programs
Events: Topics and Non-Linguistic Data
Call Classification: Categories
Language Support
Overview of the Interface
Typical Workflows