Five Ways That Claims Benefits From Voice Analytics

Matt McHenry

April 5, 2022

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Emotions

Voice technology is growing a heart. Several companies can now recognize and report on the emotional content of speech.

For example, analyzing the emotional content of a conversation in real time reduces call center costs and increases customer satisfaction. In insurance, emotional recognition paired with AI can route customer calls to the representatives predicted to be the best at resolving a policyholder's issue. When productivity and call success goes up, operating costs go down.

Such emotional analysis based on voice can also help with recruiting, sales, and collections—all of which help boost the bottom line.

Profiling

Profiling people based on voice comes instinctually for us. When we greet a friend, we instantly know from the sound of their voice whether they are happy, sad, excited, nervous, tired. For decades, investigators have profiled people through their voice using polygraph testing and vocal stress analysis.

Today, with the help of analytics and AI, we are discovering just how much information the voice contains.

Dr. Rita Singh demonstrates that a recording of a person phoning in a bomb threat contains data identifying the caller's

Sex
Age
Height and weight
Ethnicity
Facial appearance
Region of origin
Drug use
Speaking environment
Communication device
And more.

It's even possible to deduce much a person's facial appearance from analyzing their voice. The process is also reversible—voice analytics can predict the sound of someone's voice based on their facial features.

Insurance claims investigators using voice profiling can uncover valuable new information within audio and video evidence. Voice profiling also has multiple applications in physical and mental health care, security, and policing.

Risk Identification

Vocal characteristics that are independent of language can be identified and used to pinpoint risk. Statements and responses to questions can be scored from low risk to high. The resulting risk profile helps to separate the majority of applicants, claimants, vendors, partners and others who are trustworthy and provide them with expedited or enhanced services.

For example, Clearspeed voice analytics provides risk identification that is automated, unbiased, language agnostic, and device independent. Results are available at scale in 24 hours, with near-real time processing capability on the near horizon. Clients around the world are using Clearspeed voice analytics in diverse sectors such as insurance, human capital management, defense, and government.

For insurance companies, this allows the majority of policyholders to enjoy faster resolution of their claims, plus lower premiums due to reduced fraud. This also helps an organization focus expensive investigative resources on the few cases that truly warrant the expense.

Learn more about SIU investigators with Clearspeed!

To learn more about how Clearspeed voice analytics can integrate with other voice technologies and your existing infrastructure, request a demo today