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