CX Transcription 101

CX Transcription 101

CX Transcription 101

The importance of highly accurate, fast, and automated transcription cannot be overstated. It enables organizations to unlock invaluable insights from customer interactions and is the bedrock for effectively leveraging AI technologies. 

What is Transcription?

In the context of CX, transcription is the process of converting spoken interactions between customers and agents into accurate, textual representations. This entails capturing not just the words spoken but also the nuances and subtleties of each conversation, including tone, emotion, and context. These nuances are essential for understanding the intricacies of customer interactions, allowing businesses to tailor their responses and CX strategies effectively.

Good Transcriptions Create Value

Good transcription transcends the mere conversion of speech to text, which is essential for effective communication, customer satisfaction, and detailed analytics. Every customer interaction holds valuable insights that drive improvement and innovation. Accurate transcription captures the nuances of conversations, ensuring data integrity and empowering your organization to confidently make informed decisions.

Good data leads to good decisions, which pave the way for effective strategies and strong customer relationships. When organizations have confidence in the data underlying their decisions, it leads to more focused actions, better customer experiences, and streamlined operations.

Key Concepts and Insights to Get You Started

Transcription as the Base for Future AI Endeavors

Your CX success hinges on selecting the right transcription solution. Without highly accurate, real-time transcription, your agents, AI solutions, and bots will lack the timely information necessary for effective operation. For instance, a low word error rate (WER) is crucial for precise entity extraction, vital in tasks like customer service chats or financial transactions. Entities such as order numbers, product names, and sensitive information require a WER of <10% for accurate extraction, ensuring reliable data processing.

Quality transcription forms the cornerstone for advanced AI applications like natural language processing (NLP), sentiment analysis, and predictive modeling. Without accurate transcription, your AI solutions will lack the necessary data to function effectively, hindering their ability to automate responses, predict trends, and tailor interactions with customers.

Ready to Dive Deeper?

For comprehensive insights into CX transcriptions and their transformative potential, download our eBook "The Modern CX Guide to Transcription." Explore best practices, technologies, and solutions to revolutionize CX with accurate transcription. Elevate agent efficiency, gain valuable business data, and harness the full potential of customer interactions.

Transform your CX strategy with the right transcription solution.

Download the eBook


ASAPP is the AI-native software for contact centers, and ASAPP exists to end bad customer service. We help customer service leaders unlock their full value by minimizing costs & inefficiencies, improving agent compliance & productivity, and surfacing actionable insights while helping you deliver a great customer experience. Our customers are large enterprises who care deeply about leveraging AI to transform CX by delivering unprecedented cost savings and maximizing customer delight.

Want to learn more about ASAPP and how they can help your team? Request a Demo

Lane Hartman

Lane Hartman leads Content and Customer Marketing at ASAPP.

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Transform your enterprise with generative AI • Optimize and grow your CX •
Transform your enterprise with generative AI • Optimize and grow your CX •