Soniox Docs » Omnio » Audio Capabilities » Speaker Intelligence

Speaker Intelligence

Identify speakers

Omnio can recognize speakers and infer their names or roles from the conversation.

Prompt

Identify the speakers in the audio.

In the audio, there are two speakers. The first speaker is a customer who is experiencing issues with a product and is contacting customer support. The second speaker is a customer support representative who is assisting the customer with their problem.

Prompt

List speakers with their roles.

1. Customer: The customer is experiencing issues with a product and is contacting customer support.

2. Customer Support Representative: The representative is assisting the customer, verifying the order details, and attempting to troubleshoot the issue by suggesting potential solutions.

Sentiment and tone analysis

Omnio can extract and reason about sentiment, tone, speech style and emotions from the audio.

Prompt

Analyze the sentiment and tone of the speakers.

Customer:

- Sentiment: The customer expresses frustration and dissatisfaction throughout the interaction. This is evident from the repeated attempts to resolve the issue and the eventual decision to purchase an extra cable elsewhere.

- Tone: The tone of the customer is initially polite but becomes increasingly frustrated and impatient as the conversation progresses. This is particularly noticeable when the customer raises their voice and expresses disbelief at the suggestion that the outlet is not the problem.

Customer Support Representative:

- Sentiment: The customer support representative maintains a professional and apologetic tone, aiming to assist the customer despite the challenging situation.

- Tone: The tone is calm and courteous, even when the customer becomes agitated. The representative remains composed and attempts to de-escalate the situation by acknowledging the customer’s frustration and offering solutions.

Speaker dynamics

Omnio understands the dynamics and interactions between speakers.

Prompt

Describe the dynamics between speakers.

The dynamics between the speakers are characterized by a customer-service provider interaction that becomes tense. The customer is frustrated and dissatisfied, while the customer support representative remains calm and professional, attempting to address the customer’s concerns and offer solutions.