Automatic versus Ad Hoc Call Transcription
There is little doubt that a large number of companies would find it useful to have their telephone calls transcribed. Just consider how many people routinely search their email - why wouldn't they want to search their telephone calls? 30 years ago, finding correspondence would involve physically rummaging through filing cabinets. The advent of digital communications has meant we can now search correspondence instantly. Yet why should employees need to search historic emails and not historic phone calls? The reason that most companies do not transcribe their calls is because they think that either machines are not accurate enough, or the process is too expensive. This perception is not helped by user experience with digital assistants such as Alexa and Siri, or commercial BOTs typically provided…