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Speech Analytics transcribes agent and customer channels separately to give more accurate results on all calls and yes, we transcribe every single word of all conversations! Our typical minimum transcription accuracy is 80–85% for both channels, and accuracy for some customers can reach 95%. Of course, the audio quality of the recording that Speech Analytics transcribes is the most important factor in transcription accuracy, so the first step is undertaking a technical review with the customer.

Related Products: Conversational Analytics 2 (Speech&Text&Agent Performance Analytics)