Transcriptions

About

Voice Insights offers unassisted call transcription functionality (to enable this functionality please check the Recordings section).

Accuracy

Transcription accuracy is highly dependent on selecting the correct audio language (see below for supported languages) and the quality of the audio itself.

Supported Languages

We support transcriptions in over 35 languages, including, but not limited to:
  • Afrikaans (South Africa)
  • Arabic (U.A.E.)
  • Arabic (Saudi Arabia)
  • Welsh (United Kingdom)
  • Danish (Denmark)
  • German (Switzerland)
  • German (Germany)
  • English (Scotland)
  • English (Australia)
  • English (United Kingdom)
  • English (Ireland)
  • English (India)
  • English (United States)
  • English (Wales)
  • Spanish (Spain)
  • Spanish (United States)
  • Farsi (Iran)
  • French (Canada)
  • French (France)
  • Irish (Ireland)
  • Gaelic (United Kingdom)
  • Hebrew (Israel)
  • Hindi (India)
  • Indonesian (Indonesia)
  • Italian (Italy)
  • Japanese (Japan)
  • Korean (South Korea)
  • Malay (Malaysia)
  • Dutch (Netherlands)
  • Portuguese (Brazil)
  • Portuguese (Portugal)
  • Russian (Russia)
  • Tamil (India)
  • Telugu (India)
  • Turkish (Turkey)
  • Mandarin (China - Mainland)
For implementation details and the full list of languages supported check out the Advanced Analytics section.
If you require support for additional languages, please contact us at [email protected].

Models (Alpha)

We developed a series of AI models that aim to enhance and improve transcription accuracy for the following industries and related topics:
  • Air Travel
  • Banking
  • Insurance
Asides from transcription enhancements, these models annotate calls with tags that describe the topics of conversation identified in the audio (ex. common things like chit-chat, all the way to industry-specific topics like Card Replacement or Flight Change).
This is an alpha feature and the models are currently limited to English (en-US) recordings. We are looking to extend support to the full set of languages that we offer transcriptions for.

Custom Models

Upon request we offer implementation of custom models. This is typically useful when you want to leverage taxonomies specific to your brand to increase transcription accuracy and to enhance the specificity of the resulting tags. For instance, the Banking model will be able to identify that a customer wants to replace their card, whereas using a custom model you can pick up the specific card type that is likely unique to your brand (ex. Gold, Infinity, Business Plus, etc.).
If you are interested in custom models, please contact us at [email protected].
Last modified 3mo ago