Q&A with Prosodica’s Mariano Tan: A First-Hand Account of Speech-to-Text in Contact Centers

Speechmatics aims to understand every voice with its accurate transcription engine and collaborates with partners like Prosodica to provide insights from customer conversations. The partnership has been in place since 2018, providing high-quality transcripts that support machine learning classifiers used by Prosodica for optimizing business operations. This collaboration enables the generation of satisfaction scores, assessment of soft skills performance, and predictions about risk or opportunity presented within a conversation. High-accuracy transcription is crucial as it affects machine learning accuracy, with more complex predictions being more sensitive to errors. The importance of diverse voice models has become apparent in recent years, especially for multinational corporations dealing with various voices and accents. In the future, speech analytics technology will continue to evolve, with contact centers adopting remote-ready solutions that support both human and automated interactions.