Open Forum

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

We've just started looking in to the speech analytics to set some bits up for evaluations and its bit hit and miss with the Scottish accents as well. I think its main issue is the speed we speak, a lot of words end up running together and so the transcript ends up being gibberish. We're setting up some test categories right now to trail it with one service.

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

Hate to make this a UK thread (I don't really) but it's currently bad for East London accents too. At one of the London roadshows when it was asked about they said they were going to replace the transcription engine with Whisper; and they're already using Whisper for PCS transcription so it seems like it will happen.

Fingers crossed it's changed over sooner rather than later!

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

Hi Lee,

Thank you for contributing to the 8x8 Community.  I'm sorry you are having problems with the speech transcription. Our current transcription service aims to maintain high accuracy across all available languages and please note we are continuously trying to improve the quality of the transcriptions and take into account multiple scenarios (including some specific accents).

We welcome your feedback as this helps us improve our products.

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context?

Surely there's a better speech engine out there to stop this - sometimes it virtually unusable!

------------------------------
Lee Heppenstall
------------------------------

and dont forget the Irish accents too .... 

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Team, 

I don't know if this is the right place to follow up, but we have made changes per the comments in this group thread. We have now rolled out an enhanced transcription engine (it's costing us more-don't worry, your bill isn't going up; we are eating it). I want to know if you are seeing the difference.  We put a lot of time into testing and improving. I hope it's noticeable??

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Sam, it's night and day. With the exception of non dictionary words, such as company names, it's almost perfect. 

I was demoing the speech analytics to another department yesterday and they were blown away. The had previous been exposed to the old transcription service and were amazed at the quality increase.

:)

------------------------------
Ben Fischer

Original Message:
Sent: 08-28-2024 14:57
From: Samuel Wilson
Subject: Speech & Transcript

Team, 

I don't know if this is the right place to follow up, but we have made changes per the comments in this group thread. We have now rolled out an enhanced transcription engine (it's costing us more-don't worry, your bill isn't going up; we are eating it). I want to know if you are seeing the difference.  We put a lot of time into testing and improving. I hope it's noticeable??

------------------------------
Samuel Wilson
CEO, 8x8

Original Message:
Sent: 04-17-2024 07:45
From: Samuel Wilson
Subject: Speech & Transcript

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

------------------------------
Samuel Wilson

Original Message:
Sent: 04-16-2024 04:31
From: Ruth Scott
Subject: Speech & Transcript

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

------------------------------
Ruth Scott

Original Message:
Sent: 04-10-2024 07:46
From: Samuel Wilson
Subject: Speech & Transcript

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

------------------------------
Samuel Wilson

Original Message:
Sent: 04-09-2024 20:42
From: Ben Fischer
Subject: Speech & Transcript

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

------------------------------
Ben Fischer

Original Message:
Sent: 04-09-2024 14:35
From: Ben Fischer
Subject: Speech & Transcript

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

------------------------------
Ben Fischer

Original Message:
Sent: 04-09-2024 08:31
From: Lee Heppenstall
Subject: Speech & Transcript

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

------------------------------
Lee Heppenstall

Original Message:
Sent: 04-09-2024 08:11
From: Samuel Wilson
Subject: Speech & Transcript

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

While you're here...

We are using Speech Analytics Topics for potential fraud and financial hardship detection. The increased accuracy of transcriptions is a godsend for this use. Unfortunately, we cannot get emailed/notified when there is a topic hit. I have a Power Automate running every 10 mins to get the last 10 mins of interactions, cycle through every interaction to get the topics, and if a topic hit is found, message a teams group. This requires me to process 1000-2000 interactions a day to find 3 potential calls.

If would be amazing if you could set Topic to email a user/users if an interaction is tagged with that topic. We would get near real time notification of customers in financial stress, potential abuse and fraud.

Best, 

Ben

------------------------------
Ben Fischer

Original Message:
Sent: 08-28-2024 15:12
From: Ben Fischer
Subject: Speech & Transcript

Sam, it's night and day. With the exception of non dictionary words, such as company names, it's almost perfect. 

I was demoing the speech analytics to another department yesterday and they were blown away. The had previous been exposed to the old transcription service and were amazed at the quality increase.

:)

------------------------------
Ben Fischer

Original Message:
Sent: 08-28-2024 14:57
From: Samuel Wilson
Subject: Speech & Transcript

Team, 

I don't know if this is the right place to follow up, but we have made changes per the comments in this group thread. We have now rolled out an enhanced transcription engine (it's costing us more-don't worry, your bill isn't going up; we are eating it). I want to know if you are seeing the difference.  We put a lot of time into testing and improving. I hope it's noticeable??

------------------------------
Samuel Wilson
CEO, 8x8

Original Message:
Sent: 04-17-2024 07:45
From: Samuel Wilson
Subject: Speech & Transcript

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

------------------------------
Samuel Wilson

Original Message:
Sent: 04-16-2024 04:31
From: Ruth Scott
Subject: Speech & Transcript

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

------------------------------
Ruth Scott

Original Message:
Sent: 04-10-2024 07:46
From: Samuel Wilson
Subject: Speech & Transcript

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

------------------------------
Samuel Wilson

Original Message:
Sent: 04-09-2024 20:42
From: Ben Fischer
Subject: Speech & Transcript

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

------------------------------
Ben Fischer

Original Message:
Sent: 04-09-2024 14:35
From: Ben Fischer
Subject: Speech & Transcript

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

------------------------------
Ben Fischer

Original Message:
Sent: 04-09-2024 08:31
From: Lee Heppenstall
Subject: Speech & Transcript

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

------------------------------
Lee Heppenstall

Original Message:
Sent: 04-09-2024 08:11
From: Samuel Wilson
Subject: Speech & Transcript

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Sam, it's night and day. With the exception of non dictionary words, such as company names, it's almost perfect. 

I was demoing the speech analytics to another department yesterday and they were blown away. The had previous been exposed to the old transcription service and were amazed at the quality increase.

:)

Team, 

I don't know if this is the right place to follow up, but we have made changes per the comments in this group thread. We have now rolled out an enhanced transcription engine (it's costing us more-don't worry, your bill isn't going up; we are eating it). I want to know if you are seeing the difference.  We put a lot of time into testing and improving. I hope it's noticeable??

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Hi Ben,

We're developing the custom-dictionary feature to address exactly what you pointed out - improving transcription accuracy for business-related terms (company names, product names etc). This feature is currently in limited-availability and will be GAed soon. We'll reach out to show you how it works

Sam, it's night and day. With the exception of non dictionary words, such as company names, it's almost perfect. 

I was demoing the speech analytics to another department yesterday and they were blown away. The had previous been exposed to the old transcription service and were amazed at the quality increase.

:)

Team, 

I don't know if this is the right place to follow up, but we have made changes per the comments in this group thread. We have now rolled out an enhanced transcription engine (it's costing us more-don't worry, your bill isn't going up; we are eating it). I want to know if you are seeing the difference.  We put a lot of time into testing and improving. I hope it's noticeable??

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh

Hi Ben,

We're developing the custom-dictionary feature to address exactly what you pointed out - improving transcription accuracy for business-related terms (company names, product names etc). This feature is currently in limited-availability and will be GAed soon. We'll reach out to show you how it works

Sam, it's night and day. With the exception of non dictionary words, such as company names, it's almost perfect. 

I was demoing the speech analytics to another department yesterday and they were blown away. The had previous been exposed to the old transcription service and were amazed at the quality increase.

:)

Team, 

I don't know if this is the right place to follow up, but we have made changes per the comments in this group thread. We have now rolled out an enhanced transcription engine (it's costing us more-don't worry, your bill isn't going up; we are eating it). I want to know if you are seeing the difference.  We put a lot of time into testing and improving. I hope it's noticeable??

I would love some recordings, I think 5-10 minutes in length is fine, just enough that we can compare various vendors and technologies.  

My email is Samuel.Wilson@8x8.com

I'll get the information to the product manager who owns this technology.

Best,

Samuel Wilson

CEO

Hi Samuel.

I could certainly provide some sample calls with Scottish accents, if that would still be helpful?

Please let me know what you require - e.g. how long you'd like the calls to be.

Regards,

Ruth

Everyone can just send to me directly, samuel.wilson@8x8.com, I'll make sure it get's done and used.

Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for

Arrears

Fortnight 

Resimac

Where do you want us to send the audios and transcriptions?

Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included?

Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there are companies that could provide this. PHMG are an example of this PHMG - The world leaders in audio branding

Team, 

One last push on asking for help, we want to do better on this topic, but need some audio files we can use to test systems??  If  Scottish, Irish, East London, and Aussie accents are the problem, can anyone provide some that we can use?  Again, nothing with customer or proprietary information.  My plan is to get a human to do a transcription and compare it to a vendor.  

------------------------------
Samuel Wilson

Original Message:
Sent: 03-29-2024 17:25
From: Samuel Wilson
Subject: Speech & Transcript

Okay Team,

We are asking for some help, I need some audio files with Scottish, Irish, East London, and Aussie accents.  Please provide NOTHING with customer or proprietary information but something we can give to additional vendors we are looking at and test out their products.  I'm got several that can claim they can do it.  Anyone can help us, because I don't have good examples to ensure we get this right. 

Best, 

------------------------------
Samuel Wilson

Original Message:
Sent: 03-24-2024 12:36
From: Ben Fischer
Subject: Speech & Transcript

Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. 

------------------------------
Ben Fischer

Original Message:
Sent: 03-22-2024 02:27
From: Ciaran Murtagh
Subject: Speech & Transcript

and dont forget the Irish accents too .... 

------------------------------
Ciaran Murtagh