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Positional Search

Some conversation types, such as customer service calls, have opening and closing statements that appear in the majority of conversations. These recurring statements with their common positions are good places to start looking for substitution candidates. Search near the beginning and end of transcripts for familiar words and phrases. For example, most call agents will greet callers saying "Thank you for calling <company name>, how may I help you?" In this instance, examine the agent's greeting in a few transcripts to see if the company's name was transcribed correctly.

For example, agents in the call center for "Wells Fargo Foreign Exchange" frequently answer calls using the company's name. If you review the beginning of several transcripts of these calls, you may discover that the company name is being transcribed as "Wells Fargo for a change". This mistranscription is a good candidate for substitution. The following substitution rule would correct the transcription error.

wells fargo for a change : /Wells/ /Fargo/ /Foreign/ /Exchange/

Substitution rule syntax is explained in detail in Creating a Substitution List.

Positional searching can also be used to find substitution candidates in scripted speech. Call agents will often use scripted speech such as disclaimers, company descriptions, product descriptions, transaction confirmations, and other constructs. These distinct statements will stand out in your transcripts and are likely to appear in the same area of each transcript. Review the scripted speech in some transcripts to verify that the statements are transcribed correctly.

Use positional searching on areas where you know what might be said, such as the beginning and end of transcripts. Substitution candidates will be easiest to identify in these positions because you will be most familiar with the transcription results.