More Accurate Call Transcriptions Available Now

Dual-channel recordings, which combine audio from both the caller and the agent into separate tracks, offer more accurate call transcriptions. This is because noise from one side of the conversation can interfere with talking on the other side in mono-channel recordings, leading to errors. With dual-channel recordings, each side of the conversation is recorded separately, reducing background noise interference and eliminating cross-talk issues. This results in more accurate transcripts that can be used for training, quality assurance, and business decision-making. The VoiceBase High Accuracy Transcription Add-on supports dual-channel transcriptions, which are now available to Twilio users at no additional cost. To set up dual-channel recordings with Twilio and the VoiceBase Add-on, users simply need to add a new TwiML verb or attribute to their Outbound API code, configure a voice phone number, and install the Add-on. The transcription webhook will include a Recording field that contains the URL where the recording file can be downloaded, as well as a recordingStatusCallback that notifies when the recording is ready. With this feature, users can improve the accuracy of their call transcriptions and gain valuable insights into customer experience.

No tracked trend matches for this post yet.

Use this post, company, and trend context to find content marketing opportunities, perform competitive analysis, or address product feature gaps via the Plushcap MCP server or the Plushcap API.