Voice recognition

A second very common way the voice of the customer is heard is through voice recognition. Voice recognition is used in call centers, help desks, customer support, and other ways. In voice recognition, the transcript of the conversation that occurs is made. Then the recording of the transcript is turned into an electronic record of the conversation. Typical voice transcription is from a .wav format into a .txt format.

There is one major difference between OCR processing and voice recognition transcription. When people write they usually write in a fairly formal manner. But when people talk, usually the conversation is much less formal than if the same thoughts have been written. Therefore analyzing words that have come through voice recognition have to take into account the informal nature of the words and sentiments that have been expressed.

Fig 2.3 depicts how voice recognition enters textual disambiguation.

There are many factors that affect the quality...