As a team with extensive experience in speech analytics for contact centers, we've brought crucial lessons to the development of our product for in-person interactions. One significant decision we've made is not to display the transcripts of interactions. Let us explain why.
💡 Focus on What Matters: Event Detection
Transcripts of spoken conversations are inherently imperfect. They often contain errors—words might be misheard or misinterpreted by the system. For example, "credit card" might appear as "credit cord," or "Dr. Pepper" might be transcribed as "doctor Pepper." These errors, while minor, can distract from the actual value of speech analytics.
At InStore.ai, our focus is not on producing flawless transcripts but on accurately detecting events that matter to you:
Did something go wrong during a transaction?
Did the customer voice a complaint?
Was there an issue with a system or service?
🧠 The Role of Advanced AI
With advancements in AI and Large Language Models (LLMs), our technology can understand the context and the essence of conversations, much like a human does. This ability allows us to focus on the accuracy of event detection—identifying the critical elements of an interaction without getting sidetracked by transcription errors.
📃 Why Transcripts Can Be Misleading
Providing transcripts might lead users to focus on these inevitable, minor errors rather than on the insights our analytics provide. To avoid such distractions and enhance user experience, we choose not to display direct transcripts.
👂 Our Solution: Summaries and Direct Listening
Instead of transcripts, we offer summaries and the option to listen directly to the recordings. This approach ensures that you can understand the context and make informed decisions based on accurate and relevant data—not on potentially misleading transcription errors.
✅ We're committed to delivering tools that help you focus on what truly matters—accurate event detection and meaningful insights from your customer interactions. By steering clear of displaying transcripts, we enhance your ability to utilize our analytics effectively, ensuring that small errors don't overshadow significant outcomes.
Thank you for choosing InStore.ai, where we prioritize precision in event detection over the imperfection of transcripts. If you have any questions or need further clarification, please reach out to our support team—we're here to help!