{"id":52508,"date":"2026-04-20T15:41:57","date_gmt":"2026-04-20T15:41:57","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/speech-to-text-in-call-center\/"},"modified":"2026-04-20T17:19:29","modified_gmt":"2026-04-20T17:19:29","slug":"speech-to-text-in-call-center","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/speech-to-text-in-call-center\/","title":{"rendered":"Speech to text in call center"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">In customer service, &#8220;speech-to-text&#8221; 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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In customer service, &#8220;speech-to-text&#8221; 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[82],"glossary-tags":[],"class_list":["post-52508","glossary","type-glossary","status-publish","hentry","glossary-categories-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52508","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52508\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=52508"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=52508"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=52508"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}