The Metrics That Matter for Voice Agent Speech-to-Text (Full Transcript)

[00:00:00] Speaker 1: 22% of the latest Y Combinator class are building with voice technology. That's 1 in 5 companies placing bets on voice AI. But here's the important twist. The standard speech-to-text benchmarks you've been relying on are completely misleading when it comes to voice agents. A 95% word accuracy sounds amazing, but it means nothing if your API can't handle someone saying my email is john.smith at company.com without interrupting mid-sentence. Today we're going to walk you through the evaluation criteria that actually matter. The ones that distinguish voice agents that feel natural from ones that irritate users. The fundamental difference is voice agents aren't just transcribing recorded meetings. They're conducting live conversations where humans expect a reply in 500 milliseconds or less. That expectation changes everything about how you evaluate speech-to-text APIs. When someone asks you a question, you answer almost immediately. If your system takes longer to answer, it starts to feel robotic, and the conversation breaks down. But it's not just about speed. It's the whole user experience. What makes voice agents unique is a two-part foundation. Sub-500 millisecond end-to-end latency. Not just processing speed, but from the user speaking to your agent responding. End-of-turn detection, or end-pointing. The ability to tell when the user is done speaking, not just when they pause. Basic silence detection treats every pause like end-of-turn and creates jarring interruptions. These aren't just nice-to-haves. These are the foundation for voice agents that people actually want to talk to. Let's break down what 500 milliseconds actually means in real life. It's not just about how fast the speech-to-text model runs, but the entire chain from end-to-end. Someone speaks, audio travels to the API, the model processes it, the transcript returns, your application receives it and triggers the next step. Every millisecond in that chain counts. Here's the insight many developers miss. When a vendor quotes processing time, they often ignore network delay, integration overhead, and what happens downstream. You need to demand actual end-to-end latency, not just model latency. Modern streaming models from vendors like Assembly AI's Universal Streaming deliver immutable transcripts in about 300 milliseconds, enabling reliable, real-time responses. Now let's talk accuracy, but not generic accuracy. Traditional metrics like word error rate, or WER, tell you almost nothing about how your voice agent will perform in production. What does matter is what we call business-critical entity accuracy, the accuracy of exactly the bits your agent needs to capture. Email addresses, phone numbers, product IDs, names, order numbers, etc. For example, if your system misses just one dot in john.smith at company.com, it might transcribe to johnsmith at company.com. The word error rate would barely change, as punctuation and casing are usually stripped out before scoring. But that single missing dot means the entire email is wrong, failing the interaction. So test with your actual use case data. Have people dictate phone numbers with different formats. Try email addresses with obscure spellings, mix letters and numbers, even use your own product codes. See how the system performs under your specific domain conditions. Also, test under real-world audio, background noise, poor microphones, multiple speakers. These are exactly the conditions your voice agent will face in production. Now, arguably the biggest challenge in voice agent development, knowing when the user is actually done speaking. This is called endpointing, or turn detection. Most systems today rely on either the user clicking done, or a silence threshold. Both fall short. Silence-based endpointing waits for a defined pause, usually a second or more, then assumes end of turn. That leads to two bad experiences. Your agent jumps in too early, also known as interrupting, or waits too long, sluggish. The solution, semantic endpointing. Instead of purely silence-based metrics, the system understands whether the utterance is semantically complete. If the system can't handle natural human speech patterns without awkward cuts or long waits, it won't work in production. Endpointing issues kill voice agent projects more than almost anything else. Now that evaluated latency, accuracy, and endpointing looks good on paper, let's cover integration complexity. This is where many projects then stall. Custom WebSocket integrations, streaming audio pipelines, reconnect logic, retries, network interruptions, these cost two to three times more development effort than most teams expect. Look for providers that offer pre-built integrations, documented SDKs, and work nicely with existing orchestration frameworks, like LiveKit, Pipecat, and Vapi. These can reduce dev time from weeks to days. Now let's shift from tech to business, because even the best-engineered systems will fail if the vendor or partnership falls short. First, understand total cost reality. The headline price matters less than integration, maintenance, hidden fees, and support. A provider that's 20% cheaper upfront may end up costing three times more over two years when you factor developer time and scaling. Second, risk management. Can the vendors scale with you? Do they support your region internationally? Do they have compliance certifications such as SOC2, HIPAA, GDPR? Enterprise SLAs and technical support responsiveness will make the difference between minor hiccups and customer outages. Finally, timeline constraints. If you need to launch in eight weeks, pick the solution with existing integrations and demonstrated production readiness, even if another option claims higher theoretical performance but would take months to build. Don't rely on demos. Test with your actual use case. Here's the evaluation checklist that actually matters. First, set up a focused proof of concept. Run your own pipeline, stream audio, get transcripts, and watch how the system behaves in real time. Next, use network monitoring tools to measure true end-to-end delay, from speech input to usable transcript. Remember, every millisecond counts. Sub-500 milliseconds isn't a nice-to-have, it's what keeps the conversation feeling human. Then evaluate accuracy using business-specific data. Feed in your real inputs like customer names, product codes, and email addresses. See if the API can handle critical tokens correctly under real-world noise and accents. And finally, measure integration time. From the first line of code to a working prototype, how long did it take? Did the SDKs, documentation, and examples actually save time or slow you down? Implementation timelines matter more than you think. If you need to launch in eight weeks, choose the API with the strongest existing integrations and developer tooling. The most accurate model on paper won't help if you can't get it production-ready in time. The voice agent market is accelerating. Ready to test these requirements with your own data? Check out Assembly AI's streaming documentation and tutorials. See the links in the description to get started.