V-Blaze and V-Cloud Online Help (May 2020)

Speech to Text

The ASR engine uses language models tuned for telephony-based communications such as customer service call center interactions, voicemail, phone sales, and similar audio. The system caters to continuous, spontaneous, uncooperative speech. Speech of this type typically occurs during a phone call between an agent and a caller, or in a voicemail, where it is typical of callers to leave spontaneous messages.

Spontaneous, uncooperative speech is different from other telephony-based situations, for example a receptionist who is practiced in leaving messages (rehearsed speech), someone reading from a script (read speech), or someone interacting with an interactive voice response (IVR) system (prompted speech).

Features of our speech-to-text solution include:

In most cases, you do not need to change the API to support these features when processing your audio files.

In this section:

A telephone system that lets callers interact with your company through either touch tone or speech recognition.

Metric to determine the level of correctness in a given transcript. Accuracy can be calculated with the following formula:

Equation 2.
ACC=1-S+IN-D+I ACC=1-\frac{S+I}{N-D+I}


S = number of substitution errors

I = number of insertion errors

D = number of deletion errors

N = number of words in reference transcript

Process of transcribing audio files to text using Automated Speech Recognition.

Calculates the total number of errors (which includes insertions, deletions, and substitutions), divides that by the number of words in the transcript

Substitution Error Count

An uninterrupted chain of spoken language by a single speaker. An utterance is a region of speech audio that ends with a period of silence that exceeds a threshold duration, or that exceeds the maximum utterance duration threshold.

Metric to determine the level of correctness in a given transcript. Accuracy can be calculated with the following formula:

Equation 2.
ACC=1-S+IN-D+I ACC=1-\frac{S+I}{N-D+I}


S = number of substitution errors

I = number of insertion errors

D = number of deletion errors

N = number of words in reference transcript

Technologies that leverage the independent, computer-driven transcription of spoken language into readable text (often known as Speech to Text or STT), enabling users to use speech rather than a keyboard as the source of input data for a computer system.

Overtalk occurs when speakers talk over one another. A recording's overtalk percentage is the count of Agent-initiated overtalk turns as a percentage of the total number of Agent-speaking turns. In other words, out of all of the Agent’s turns, it measures how many turns interrupted a Client’s turn.