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Hinting Overview

A hint is an important word or short phrase that you expect to be used frequently in a specific call or set of calls, such as the names of brands, products, companies, people, and phone numbers specific to your call environment.

Hints are an effective method for improving the accuracy of targeted phrases, such as those directly impacting categorization and other types of analytics. Hints are also useful for correcting frequently occurring phrases with unusual word groupings, such as those found in marketing slogans, disclaimers, and required legal statements.

Hints can be developed and deployed before any Voci transcripts are created. Once transcripts exist, they can be used to validate and further improve hint definitions. You can review existing transcripts against the audio that was transcribed to find words and phrases that were transcribed incorrectly, and create hints that cause them to be transcribed more accurately. You can also search for regions of text where the hinting phrase was expected to appear, but did not.

The effort of creating hints is small, but the effect of using the hinting feature can be significant. However, hinting increases transcription latency and reduces throughput. Calls will take longer to transcribe, and fewer calls can be transcribed per hour. This reduction in throughput can be compensated for by increasing available Voci ASR resources.

Hinting is not enabled by default. If you would like to have hinting enabled, or need more information about hinting, please contact your sales representative.