As part of VO.I.C.E. First, co-financed by the European Union through the European Regional Development Fund POR Puglia 2014/2020, Teleperformance organized the second event entitled “Key driver in teleselling and Customer Care? Speech Analysis”. In this session, we addressed the topics related to Speech Analysis as a crucial driver of the Customer Experience and the use case of Automatic Script Adherence. At first, we discussed the implementation of a functional and effective architecture of Speech Analysis and identified examples of applications. We also clarified how it is possible to obtain structured data from unstructured data and what peculiarities the solution must have to extract practical insights by showing a use case of Script Adherence.