Event detection is the automated identification of defined moments in customer conversations, such as a billing dispute, a request to cancel, a supervisor ask, or a required compliance statement. It typically uses speech-to-text plus rules or machine learning to tag when an event happens and where it occurs in the call.
Operationally, event detection matters because it converts long recordings into measurable signals that can be monitored at scale. Leaders can quantify how often key events occur, how quickly agents respond, and whether required steps were completed.
These signals support quality and compliance monitoring, targeted coaching, and workflow improvements. They also help teams spot emerging issues (for example, a spike in outage-related calls) and prioritize follow-up without listening to every call end-to-end.
