SoundHound AI, Inc., a global leader in voice artificial intelligence, announced the launch of Intelligent Transcription, a real-time voice AI transcription service that goes beyond previous solutions by accurately capturing, identifying and attributing meaning to conversations.
SoundHound’s proprietary Speech-to-Meaning® system fuels its voice AI technology, going beyond sounds and words to better understand meaning and intent of human speech. With Intelligent Transcription, the system not only generates the text of a conversation in real-time, but simultaneously structures it and tags key topics and entities from which it infers the speaker’s meaning and intent.
SoundHound Intelligent Transcription has a variety of use cases – from assisting customer service agents in the contact centre, to supporting salespeople with cross-sell and upsell opportunities, to transcribing virtual meetings with many participants.
In a call centre agent assist scenario, for example, if a customer tells the agent: “I’d like to ship this item back”, the SoundHound Intelligent Transcription service will understand and automatically tag this as a request for a return/exchange. This enables contact centre and agent assist applications to resolve customer service interactions more quickly across more topics – something that is beyond the capabilities of text-based legacy systems.
Other examples of available intelligence capabilities:
Caller says: “I’m on an annual plan and would like to change to monthly.”
System Identifies relevant topic: Change of service.
Caller says: “I want to stop this service.”
System identifies relevant topic: Cancellation.
Caller says: “Call me back later tomorrow, on 555….”
System identifies relevant entities: Call back date and phone number.
SoundHound Intelligent Transcription’s fast, accurate recognition and deeper understanding of conversations can also be combined with predictive analytics applications to suggest responses and next best actions across a broad range of topics, improving the customer experience and reducing the time it takes to resolve customer service issues, even complex ones. This means businesses can derive more value from complex conversations in real-time – and their agents and users can take the right actions to deliver a quality service with better outcomes.
“In a fast-paced environment, real-time transcription can be invaluable. But often it’s difficult to identify key topics or important information in the flow of a conversation,” said James Hom, Chief Product Officer at SoundHound. “Not only is our new transcription service extremely accurate, it’s powered by advanced AI technology that gives shape and structure to dialogue. This makes new information from live conversations more easily actionable, drawing the agent’s attention to meaning and details that may otherwise be missed. The net result is that Intelligent Transcription equips agents with more intelligence to take the right actions, faster.”
SoundHound Intelligent Transcription service works by establishing meaning using cues from both pre-built and custom topics, and offers a suite of features that can identify common entities like social security numbers, phone numbers, date, time and currencies.
Because SoundHound Intelligent Transcription uses machine learning, it continues to get better and learn. Plus SoundHound gives ongoing support with the development of business or industry-specific topics and needs.
SoundHound Intelligent Transcription is also optimized for large vocabularies and can operate in environments with competing noise – like in the car or offices with lots of background noise. Wherever the user is operating, this technology will use clues from the audio feed to identify elements of speech that cannot be derived from pure text.
Watch our Intelligent Transcription explainer video here.
Find out more about transcriptions that go beyond sounds and words to understand context and intent.
SoundHound (Nasdaq: SOUN), a leading innovator of conversational intelligence, offers an independent voice AI platform that enables businesses across industries to deliver best-in-class conversational experiences to their customers. Built on proprietary Speech-to-Meaning® and Deep Meaning Understanding® technologies, SoundHound’s advanced voice AI platform provides exceptional speed and accuracy and enables humans to interact with products and services like they interact with each other—by speaking naturally. SoundHound is trusted by companies around the globe, including Hyundai, Mercedes-Benz, Pandora, Qualcomm, Netflix, Snap, Square, LG, VIZIO, KIA, and Stellantis.