###### Unexpected Words and Phrases

Look for words or word patterns that are unlikely to be spoken, either in general or in cases specific to your business domain. These variances are often associated with errors.

For instance, three-letter words that end in "re" are often associated with errors because there aren't many three-letter words that end in "re" (with "are" being a notable exception). Using the V‑Spark search tool, specify the regular expression “[^’a]re” to search for such words. V‑Spark will return all three-letter words that end in "re" where the first character is not an "a" or an apostrophe. This constraint will prevent words like "we're" from appearing in search results. The apostrophe acts as a word boundary making the search engine think "re" is a whole word rather than the end of a longer word.

To find more specific substitution candidates, look for words that appear out of context or that are irrelevant to your industry. For example, the word "whale" isn't likely to be spoken in calls specific to auto insurance companies. If "whale" appears in transcripts related to auto insurance, this word is probably a candidate for substitution. The associated audio portion would then be reviewed to reveal a customer filing an insurance claim for damage done by "hail" and not "whale".

The following example illustrates substitution rules that correct unexpected words and phrases.

whale damage: hail damage
hit a beer : hit a deer
pay leo : paleo