Speech-to-Text (STT)
Short definition
Speech-to-Text (STT): Technology that converts spoken audio into text.
Meaning and how it works
Transcription accuracy depends on language, recording quality and background noise; critical details may need confirmation. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business applications
- Business scenario:
A contact centre transcribes calls so analysts can search conversation topics and review outcomes.
What to check before implementation
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.