It’s no secret that AI can bring tremendous value to businesses and their contact centers. Organizations of all shapes and sizes are working AI into their solutions and business processes and perhaps no feature is more ubiquitous than automatic transcriptions. AI-powered tools built using speech recognition and natural language processing can create accurate transcripts of calls and meetings asynchronously and in real time, but what comes next?
Each transcript is a figurative treasure trove of information that can help businesses, but AI solutions that only include transcription tools are not enough to help users unlock the most value from their voice data. Transcribing conversations is insufficient. Users also need to understand the meaning behind each conversation and conversations at scale.
With that in mind, let’s look at how developers can improve their automatic transcriptions to draw even more value from each conversation.
Enable Users to Extract Insights
One major benefit of AI-powered tools is the ability to search large quantities of data and create reports from the data. This allows users to ask questions about transcripts and contact center records in simple, natural language, and quickly receive accurate answers.
We can see this in action with LeMUR (which stands for “Leveraging Large Language Models to Understand Recognized Speech”), a framework for applying Large Language Models (LLMs) to speech data from AssemblyAI that developers can integrate into their AI-powered platforms. Users can prompt LeMUR to understand and pull data from conversations, and then give feedback and extract information, insights, summaries, and more, from the transcripts.
For instance, LeMUR’s Question and Answer feature enables users to ask sophisticated questions like “What was the most common issue customers called about today?” LeMUR can then search through every recorded conversation, analyze the data, and provide accurate answers, complete with citations.
Features like this allow businesses to find the information they need from hours of conversations, without needing to manually search through transcripts. LeMUR’s Question and Answer feature provides instant, actionable insights into everything from customer history to call statistics (for both individual calls and bulk conversations for wider trends), which adds even more value to the calls.
Improve and Advance Outputs with Questions and Action Items
Transcripts are filled with important questions, agreements, and decisions, but searching through them manually can be time-consuming and unreliable. AI-generated transcription tools need to do more than just copy the conversations word-for-word—they need to also identify and capture key points from each conversation.