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AI behind call center transcription: Using Azure Cognitive Services to improve customer experience

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Community Manager
Enterprises transcribing telephony data in call centers face challenges when converting speech-to-text for telephony data generated through landlines, mobile phones, and radios that are typically low quality, and narrowband in the range of 8 KHz. The latest speech recognition models from Azure Cognitive Services excel at transcribing this telephony data, even in cases when the data is difficult for a human to understand. Telephony data can be used to better understand your customers' needs, identify new marketing opportunities, or evaluate the performance of call center agents. After the data is transcribed, a business can use the output for improved telemetry, identifying key phrases, or analyzing customer sentiment.

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