September 07, 2018 Marketing Analytics

It can happen to anyone. You get a little too excited and out slips a word that would earn a late-night radio DJ a fine from the FCC. We get it, sometimes swearing happens. It’s even been suggested that using profanity is a way for humans to release tension and pain and more directly.

Swearing as a Sentiment Indicator

Occasionally on incoming sales calls, customers get too pumped about their purchase, or upset about something like an out of stock item and, in a lapse of judgment, eek out an obscenity. Or, perhaps the person answering the incoming call is having a bad day and just can’t help themselves to an ugly utterance. Regardless of who is swearing or why they are swearing, using strong language is a sign of emotional engagement and when a sales call elicits strong emotion, whether negative or positive, the business has something to learn.

That’s why many DialogTech customers use the call transcriptions in our conversation analytics suite to review calls that include expletives. But we also get that, for some DialogTech customers, seeing profanity during a review of call transcripts can be unpleasant and professionally inappropriate. And if you work for an agency, for example, perhaps you don’t want to share them with your clients. That’s why we have implemented optional Expletive Filtering for all DialogTech customers.

Choose Filtering Settings

Businesses who wish to analyze the instances of swear words within their calls can opt out of the Expletive Filtering and even set up keyword groups that denote if profanity was used on either the calling or receiving end of phone calls. This can be especially helpful for determining customer sentiment and detecting instances of employees using inappropriate language.

However, if you would prefer data devoid of dirty words, you can receive your call transcripts with a selection of words censored. The filter works by analyzing transcribed content and flagging designated words to be filtered. These words will then appear as a series of asterisks representing the censored selection. In order to preserve the integrity of audio data, call audio will not be censored.

Contact Your Customer Success Manager to Make a Change

It’s important to note that Expletive Filtering is set to ‘on’ as a default for both existing and new DialogTech accounts. Your DialogTech Customer Success Manager can help if you wish to make a change. 

To learn more about DialogTech’s call transcription capabilities that use AI to analyze the voice of the customer for insights to improve your marketing ROI, explore our solutions. You can also download our eBook, The Digital Marketer’s Playbook to Voice Analytics.

Learn 7 ways that brands and agencies use what happens on inbound calls to optimize ROI across channels, personalize experiences, and drive revenue.

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About the author:

Louise Thompson

Content Marketing Manager, DialogTech

As Content Marketing Manager, Louise helps tell the DialogTech story through informative, engaging content. She has a background in public relations, e-commerce, social media, corporate communications and brand content, and has a passion for strategy. Louise is an alumnus of the University of Tennessee and spends her free time traveling, baking and watching documentaries.

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