Call Transcription
Also known as: call-to-text, speech-to-text transcription
Call transcription is the automatic conversion of a recorded phone conversation into searchable text using speech recognition.
Call transcription takes the audio of a recorded call and produces a written record of what was said, usually with the two speakers separated. Instead of replaying a five-minute call, a team member can read it in seconds or search a whole library of calls for a phrase like “cancel” or “competitor.”
Transcription depends on call recording and feeds conversation intelligence, where the text is mined for keywords, topics, and outcomes. See conversational analytics tools for examples.
Frequently asked questions
Why transcribe calls instead of just recording them?
Text is searchable and scannable in a way audio is not. A transcript lets you scan a call in seconds, search across thousands of conversations for a keyword, and feed the text into analytics, scoring, and CRM systems.
Related terms
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