Voice Recognition to Transcription

Voice Recognition (VR) has been around for over two decades, but this traditional technology is expensive and can require specialised knowledge and constant fine-tuning. The new generation, Transcription, converts spoken language into text that can be processed by an application. This method improves the caller experience by interpreting a caller’s natural and freely spoken language instead of being constrained by limited words and phrases. Transcription simply transcribes what the user says into text, and it includes punctuation, making it more flexible than traditional Voice Recognition.

Old world

What is Voice Recognition?

Voice recognition is the process of converting spoken language into text that can be processed by an application. Traditional voice recognition technologies have limitations. They require a complex ‘grammar’ to constrain the words that it might expect to hear, making it costly to implement and requiring regular tuning. As a result, the accuracy of traditional voice recognition is limited, and it is not always able to interpret natural language effectively. While voice recognition has been useful, it may not be the best long-term option for accurately interpreting spoken language.

New world

What is Transcription?

Transcription is the process of converting spoken language into written text much like VR. However, it is a new generation of technology that has emerged as a more flexible and effective alternative to traditional voice recognition. Unlike voice recognition, transcription does not require a complex ‘grammar’ to constrain the words that it might expect to hear, and it can transcribe almost any spoken word, including punctuation. This makes it more accurate and better at interpreting natural language. Transcription is used in various applications, including speech-to-text transcription tools, virtual assistants and customer service chatbots. With the rise of natural language processing and artificial intelligence, transcription is becoming an increasingly important technology in the field of human-computer interaction.

How to get Transcription in your contact centre?

Oration is an easy-to-use contact centre plugin designed to be implemented as an overlay to your existing contact centre technology infrastructure. A SaaS cloud-based solution, Oration can be up and running within a matter of days. One of the main capabilities of Oration is its Transcription feature.

Oration sets itself apart by offering you a choice of the best Transcription engines for your needs. Oration uses advanced technology to understand important words and phrases and ignore extra information, while its supervised learning feature lets you improve accuracy by viewing customer responses and mapping them to intents. You can even add unusual words in real-time with the hints feature. Additionally, Oration's information extraction can quickly identify and highlight common data from the customer's speech, such as their date of birth or customer number.

Discover Oration’s Transcription feature