Speech analytics is one component of Auto-QA specifically when applied to calls. Firstly, the Automated Speech Recognition (ASR) engine accurately transcribes call recordings into text. That text is subsequently mined using the aptly named text analytics engine to find words and phrases which, if found, imply something may have happened. However, secondly, the ASR engine also detects and analyses audio-metrics such as a speaker’s pace, pitch and tone as well as silence time and over-talk. These audio metrics, alongside the text analytics results can be combined to reveal actionable insights.