The traditional way of producing a telephone call transcript is anything but automated. The call needs to be recorded first which is a challenge in itself considering that the caller may use a mobile phone, office telephone, payphone or even a borrowed phone. Once the telephone call has been recorded the recording file needs to be sent to the transcription service provider in the relevant format.
A large call recording file may be up to 100Mb in size which could cause problems when emailing and would certainly take a great deal of time to upload over broadband. Once the file has been delivered to the transcription company via a portal or by email the transcription service itself can happen.
So how is it possible to make a telephone call transcription service automated and available on any phone? The answer is using a special Interactive Voice Response (IVR) service which responds to a users commands. The call is routed through the IVR which records the call and stores it on a secure server. This is achieved by the caller riging a special access number. The caller is prompted for a personal identification number (PIN) and then prompted to dial the target number. The caller dials the target number and the call is completed.
Once the telephone call is recorded a transcript of the telephone callis produced using an automated speech recognition (ASR) server or by a human transcription specialist or a combination of both. The transcriptionan original recording are then made available to the caller via a portal.
The service is normally funded by a premium rate number, which the caller calls, or by a prepaid calling credit account which uses pre-paid funds to cover the costs.
The hosted IVR simplifies and improves the voice transcription process in the following ways:
1. The caller can record a telephone call from any phone to any phone by calling the access number.
2. The caller does not have to handle the resulting call recording file.
3. The process is performed within a secure environment so can be made very secure.
4. Due to the reduced or removed need for a transcription specialist the processing cost is reduced.
For more information on automated telephone call transcription, speech recognition or voice to text please contact Hostcomm.
0808 168 4400
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