Call transcription

AI Call Transcription: Turning the Customer's Voice into a Digital Asset

I Call Transcription: "The Missing Link" in the Digital Revolution

In the digital era, every piece of information in an organization - emails, forms, chats - has become structured data that can be analyzed. Every piece of information, except one: the content of phone calls. Thus, the richest and most important communication channel, the authentic "voice of the customer," has remained until today as an "analog island in the middle of the digital ocean."

This gap creates widespread business problems: unfinished sales processes, the true reasons for customer churn remain unknown, and organizations are exposed to regulatory risks, simply because they don't "know" what was said in their conversations.

I Call Transcription: "The Missing Link" in the Digital Revolution

Is This Exactly the AI You Were Looking For?

Voicenter's approach is not to provide "just another" transcription tool, but to embed the transcription capability (ASR) directly into the core of the cloud-based phone system. This is not an add-on, but a transformation of the infrastructure itself.

This means that every conversation in the organization is "born" digital. Instead of transferring recordings between systems, the transcription is created automatically and attached to the call. Our language model, exclusively developed and trained by Voicenter, has been trained on hundreds of thousands of hours of conversation and specifically adapted to the nuances of business language and the needs of service and sales centers in Israel. Thus, every spoken word becomes a digital asset - structured, searchable, and API-ready - and the entire infrastructure becomes the foundation upon which all future analytical value is built.

How AI Call Transcription Works:

AI Call Transcription Enables Speaker Recognition:

The system accurately identifies and separates different speakers in the conversation (for example, 'agent' and 'customer'), so that each sentence is attributed to the correct speaker. This capability is essential for analyzing agent performance and customer sentiment.

Time Stamps and Confidence Levels:

Each transcribed word receives an accurate time stamp and a confidence score, allowing subsequent systems to evaluate the reliability of the transcription and synchronize between the text and the original audio segment.

Sensitive Information Detection and Masking (PII Masking):

In financial or medical organizations, customers provide sensitive information (ID numbers, credit details). The engine automatically identifies sensitive personal information (PII) and masks it directly in the output. This capability ensures customer privacy protection and compliance with strict standards (such as PCI and GDPR) while dramatically reducing information security risks.

AI Call Transcription Presents Structured Data Output:

The product is not a simple text file, but a rich data object (for example, in JSON format), ready for consumption by other systems via API. This data structure is the "fuel" that drives all the analysis and automation layers in the platform.

Is This Exactly the AI You Were Looking For?

Leave your details now and our AI consultants will get back to you as soon as possible