Why Accurate Speaker Labels Matter in Call Transcripts (Full Transcript)

[00:00:00] Speaker 1: I think I heard from basically everybody that who said what is really important in the transcript at the end of the day. I guess, maybe, can you elaborate on that? Is it more important to know who said what or that the transcript's perfectly accurate at the end of the day?

[00:00:13] Speaker 2: For us, that's imperative, right? So obviously, we're looking at customer utterances and agent utterances, and we're analyzing those from if the customer has more content in, what is this conversation about? The agent has more in the agent quality assessment side, so are they using the right tone of voice? Often, what you get in more modern call systems, you get a call file that'll be stereo, two channels, and you'll have left and right. Often, they're not labeled, but we're dealing a lot with inbound calls. So originally, we had an assumption that the first person who speaks is the agent, because they go, hello, you're through to TV travel, spelled wrong. But that only worked for a while, because then we started to see that in every contact editor, there's a proportion of calls that end up being outbound. So oh, you emailed in about the, someone answers, oh, hello, it's Ryan. Yeah, you emailed us earlier on about the thing, and then we had it all arsed with. We started using some of the LLM stuff in the API, actually, to take the full call transcript and kind of say, this is a call transcript from a contact editor. Your job is to, from what they say, work out who is the agent and who is the customer. So that worked quite well.