In customer service, “speech-to-text” refers to a technology that transforms a telephone conversation into written text. This functionality applies to various types of conversations: between a customer and an agent, a customer and an interactive voice response (IVR) system, or even a customer and a call bot, and could potentially extend to exchanges via voice applications in the future. Thanks to speech-to-text and the resulting call transcription, it becomes possible to process, analyze, and archive calls within a CRM. This automatic transcription can also be used for analytical purposes. In real time, it can even assist an agent in data entry by offering auto-completion and verification. To further enhance the analysis, speech-to-text can be complemented by natural language processing tools.