Voicegain is excited to announce the launch of Voicegain Casey, a payer focused AI Voice Agent that transforms the end-to-end call center experience with the power of generative AI. Voicegain Casey is a software suite of the following three Voice AI SaaS applications that helps a health plan or TPA call center improve operational efficiency and increase the CSAT and NPS (Net Promoter Score):
The AI Voice Assistant replaces a touch-tone IVR with a modern LLM-powered conversational AI Phone Agent. The AI Phone Agent can answer all calls that are received at a Health Plan or TPA Call center. It engages callers in a natural conversation and automates routine telephone calls like Claims Status, eligibility inquiries and eligibility verifications. In our experience, there is a very compelling business case to automate provider phone calls in Health Plan and TPA call centers and Voicegain Casey is specifically designed to do this. The AI Voice Assistant is also trained to perform HIPAA Validation and triaging of calls. So if the AI has not been trained to answer a specific question, it routes the call to the call center for live assistance.
Voicegain AI Co-Pilot is a browser extension that runs as a browser side-panel of Call Center Agent's CRM. The Co-Pilot is integrated with the Contact Center/CCaaS platform of the Payer. When a call transferred by the AI Voice Assistant is eventually answered by a Live Agent, all the information collected by the AI Voice Assistant is presented as a "Screen-Pop" on the Desktop of the Live Agent (also referred to as CTI). This CTI/Screen pop feature ensures that the front-line call center staff do not have to ask the customer to repeat any information that was provided to the AI Voice Assistant. In addition to the Screen-Pop, the AI Co-Pilot also guides the front-line call center staff in real-time by listening, transcribing and analyzing the conversation and providing real-time guidance . The AI Co-Pilot also generates a summary of the conversation within five seconds of the completion of the call. This automated summarization easily saves 1-2 mins of wrap-up time or after call work which is very common in these health plan and TPA call centers.
Voicegain AI QA & Coach is a browser-based AI SaaS application that is used by Team-leaders, QA Call Coaches/Analysts and Operations Managers in a call center. This AI SaaS app can record and measure the sentiment of the callers, analyze the QA score and provided automated coaching tips to the Agents. Voicegain uses the latest open-source reasoning LLMs (like LLAMA 3, Gemma) and closed-source reasoning models like o-3 from Open AI. With the power of modern reasoning models, almost the entire QA score-card (at least 80% of the questions) can be easily answered with modern reasoning-based LLM models. This SaaS App also provides a database of all whole-call-recordings of the entire conversation of the customer - which includes the AI Voice Assistant part, the transfer to the specific Call Center queue and eventually the entire conversation between the Live Agent and the Caller.
Voicegain Casey requires the following 3 key integrations to help with automation and real-time assistance.
Voicegain Casey integrates with modern CCaaS platforms. Current Integrations include Aircall, Five9, Genesys Cloud. Planned integrations include Ringcentral, NICE CXOne and Dialpad.
Voicegain Casey integrates with the CRM software of the Health plan or the TPA. This can be an off-the-shelf CRM like Zendesk or Saleforce. It can also be a proprietary/homegrown CRM. As long as the CRM is a browser-based SaaS application, this should not be an issue. Voicegain Casey AI Co-Pilot is a browser-extension that is installed in the side-panel of the same browser tab as the CRM. At the end of the call, the summary of the call is automatically generated and available on the browser extension within 5 seconds of the end of the call.
Voicegain Casey needs access to the member data (for HIPAA Validation) and claims data.
For further information on Voicegain casey, including a demo, please visit this link
If you would like to understand Voicegain Casey in more detail or if you would prefer a detailed product demo over a Zoom video call, please do not hesitate to send us an email. You can reach us at sales@voicegain.ai or support@voicegain.ai
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As we announced here, Voicegain Transcribe is an AI based Meeting Assistant that you can take with you to all your work meetings. So irrespective of the meeting platform - Zoom, Microsoft Teams, Webex or Google Meet - Voicegain Transcribe has a way to support you.
We now have some exciting news for those users that regularly host Zoom meetings. Voicegain Transcribe users who are on Windows now have a free, easy and convenient way to access all their meeting transcripts and notes from their Zoom meetings. Transcribe Users can now download a new client app that we have developed - Voicegain Zoom Meeting Assistant for Local Recordings - onto their device.
With this client app, any Local Recording of a Zoom meeting (explained below) will be automatically submitted to Voicegain Transcribe. Voicegain's highly accurate AI models subsequently process the recording to generate both the transcript (Speech-to-Text) but also the minutes of the meeting and the topics discussed (NLU).
As always, you get started with a free plan that does not expire. So you can get started today without having to setup your payment information.
Zoom provides two options to record meetings on its platform - 1) Local Recording and 2) Cloud Recording.
Zoom Local recording is a recording of the meeting that is saved on the hard disk of the user's device. There are two distinct benefits of using Zoom Local Recording
Zoom Cloud Recording is when the recording of the meeting is stored on your Zoom Cloud account on Zoom's servers. Currently Voicegain does not directly integrate with Zoom Cloud Recording (however it is on our roadmap). In the interim, a user may download the Cloud Recording and upload it to Voicegain Transcribe in order to transcribe and analyze recordings saved in the cloud.
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Zoom allows you to record individual speaker audio tracks separately as independent audio files. The screenshot above shows how to enable this feature on Zoom.
Voicegain Zoom Meeting Assistant for Local Recording supports uploading these independent audio files to Voicegain Transcribe so that you can get accurate speaker transcripts
The entire Voicegain platform including the Voicegain Transcribe App and the AI models can be deployed On-Premise (or in VPC) giving an enterprise a fully secure meeting transcription and analytics offering.
If you have any question, please sign up today, and contact our support team using the App.
Since June 2020, Voicegain has published benchmarks on the accuracy of its Speech-to-Text relative to big tech ASRs/Speech-to-Text engines like Amazon, Google, IBM and Microsoft.
The benchmark dataset for this comparison has been a 3rd Party dataset published by an independent party and it includes a wide variety of audio data – audiobooks, youtube videos, podcasts, phone conversations, zoom meetings and more.
Here is a link to some of the benchmarks that we have published.
1. Link to June 2020 Accuracy Benchmark
2. Link to Sep 2020 Accuracy Benchmark
3. Link to June 2021 Accuracy Benchmark
4. Link to Oct 2021 Accuracy Benchmark
5. Link to June 2022 Accuracy Benchmark
Through this process, we have gained insights into what it takes to deliver high accuracy for a specific use case.
We are now introducing an industry-first relative Speech-to-Text accuracy benchmark to our clients. By "relative", Voicegain’s accuracy (measured by Word Error Rate) shall be compared with a big tech player that the client is comparing us to. Voicegain will provide an SLA that its accuracy vis-à-vis this big tech player will be practically on-par.
We follow the following 4 step process to calculate relative accuracy SLA
In partnership with the client, Voicegain selects benchmark audio dataset that is representative of the actual data that the client shall process. Usually this is a randomized selection of client audio. We also recommend that clients retain their own independent benchmark dataset which is not shared with Voicegain to validate our results.
Voicegain partners with industry leading manual AI labeling companies to generate a 99% human generated accurate transcript of this benchmark dataset. We refer to this as the golden reference.
On this benchmark dataset, Voicegain shall provide scripts that enable clients to run a Word Error Rate (WER) comparison between the Voicegain platform and any one of the industry leading ASR providers that the client is comparing us to.
Currently Voicegain calculate the following two(2) KPIs
a. Median Word Error Rate: This is the median WER across all the audio files in the benchmark dataset for both the ASRs
b. Fourth Quartile Word Error Rate: After you organize the audio files in the benchmark dataset in increasing order of WER with the Big Tech ASR, we compute and compare the average WER of the fourth quartile for both Voicegain and the Big Tech ASR
So we contractually guarantee that Voicegain’s accuracy for the above 2 KPIs relative to the other ASR shall be within a threshold that is acceptable to the client.
Voicegain measures this accuracy SLA twice in the first year of the contract and annually once from the second year onwards.
If Voicegain does not meet the terms of the relative accuracy SLA, then we will train the underlying acoustic model to meet the accuracy SLA. We will take on the expenses associated with labeling and training . Voicegain shall guarantee that it shall meet the accuracy SLA within 90 days of the date of measurement.
1. Click here for instructions to access our live demo site.
2. If you are building a cool voice app and you are looking to test our APIs, click here to sign up for a developer account and receive $50 in free credits
3. If you want to take Voicegain as your own AI Transcription Assistant to meetings, click here.
Twilio platform supports encrypted call recordings. Here is Twillo documentation regarding how to setup encryption for the recordings on their platform.
Voicegain platform supports direct intake of encrypted recordings from the Twilio platform.
The overall diagram of how all of the components work together is as follows:
Bellow we describe how to configure a setup that will automatically submit encrypted recordings from Twilio to Voicegain transcription as soon as those recordings are completed.
Voicegain will require a Private Key in a PKCS#8 format to decrypt Twilio recordings. Twilio documentation describes how to generate a Private Key in that format.
Once you have the key, you need to upload it via Voicegain Web Console to the Context that you will be using for transcription. This can be done via Settings -> API Security -> Auth Configuration. You need to choose Type: Twilio Encrypted Recording.
We will be handling Twilio recording callbacks using an AWS Lambda function, but you can use an equivalent from a different Cloud platform or you can have your own service that handles https callbacks.
A sample AWS Lambda function in Python is available on Voicegain Github: platform/AWS-lambda-for-encrypted-recordings.py at master · voicegain/platform (github.com)
You will need to modify that function before it can be used.
First you need to enter the following parameters:
The Lambda function receives the callback from Twilio, parses the relevant info from it, and then submits a request to Voicegain STT API for OFFLINE transcription. If you want, you can modify, in the Lambda function code, the body of the request that will be submitted to Voicegain. For example, the github sample submits the results of transcription to be viewable in the Web Console (Portal), but you will likely want to change that, so that the results are submitted via a Callback to your HTTPS endpoint (there is a comment indicating where the change would need to be made).
You can also make other changes to the body of the request as needed. For the complete spec of the Voicegain Transcribe API see here.
Here is a simple python code that can be used to make an outbound Twilio call which will be recorded and then submitted for transcription.
Notice that:
It has been over 7 months since we published our last speech recognition accuracy benchmark. Back then the results were as follows (from most accurate to least): Microsoft and Amazon (close 2nd), then Voicegain and Google Enhanced, and then, far behind, IBM Watson and Google Standard.
Since then we have obtained more training data and added additional features to our training process. This resulted in a further increase in the accuracy of our model.
As far as the other recognizers are concerned:
We have decided to no longer report on Google Standard and IBM Watson accuracy, which were always far behind in accuracy.
We have repeated the test using similar methodology as before: used 44 files from the Jason Kincaid data set and 20 files published by rev.ai and removed all files where none of the recognizers could achieve a Word Error Rate (WER) lower than 25%.
This time only one file was that difficult. It was a bad quality phone interview (Byron Smith Interview 111416 - YouTube).
You can see boxplots with the results above. The chart also reports the average and median Word Error Rate (WER)
All of the recognizers have improved (Google Video Enhanced model stayed much the same but Google now has a new recognizer that is better).
Google latest-long, Voicegain, and Amazon are now very close together, while Microsoft is better by about 1 %.
Let's look at the number of files on which each recognizer was the best one.
Note, the numbers do not add to 63 because there were a few files where two recognizers had identical results (to 2 digits behind comma).
We now have done the same benchmark 4 times so we can draw charts showing how each of the recognizers has improved over the last 1 year and 9 months. (Note for Google the latest result is from latest-long model, other Google results are from video enhanced.)
You can clearly see that Voicegain and Amazon started quite bit behind Google and Microsoft but have since caught up.
Google seems to have the longest development cycles with very little improvement since Sept. 2021 till very recently. Microsoft, on the other hand, releases an improved recognizer every 6 months. Our improved releases are even more frequent than that.
As you can see the field is very close and you get different results on different files (the average and median do not paint the whole picture). As always, we invite you to review our apps, sign-up and test our accuracy with your data.
When you have to select speech recognition/ASR software, there are other factors beyond out-of-the-box recognition accuracy. These factors are, for example:
1. Click here for instructions to access our live demo site.
2. If you are building a cool voice app and you are looking to test our APIs, click here to sign up for a developer account and receive $50 in free credits
3. If you want to take Voicegain as your own AI Transcription Assistant to meetings, click here.
Today, we are really excited to announce the launch of Voicegain Transcribe, an AI based transcription assistant for both in-person and web meetings. With Transcribe, users can focus on their meetings and leave the note taking to us.
Transcribe can also be used to convert streaming and recorded audio from video events, webinars, podcasts and lectures into text.
Voicegain Transcribe is an app accessible from Chrome or Edge Browser and is powered by Voicegain's highly accurate speech recognition platform. Our out-of-the-box accuracy of 89% is on par with the very best.
Currently there are 3 main ways you can use Voicegain Transcribe:
If you join meetings directly from your Chrome or Edge browser (without any downloads or plug-ins), then you can use this feature to send audio to Voicegain. Examples of meeting platforms include Google Meet, BlueJeans, Webex and Zoom.
On a Windows device, browser sharing also works with a client desktop app like Zoom and Microsoft Teams. On a Mac/Apple device, browser sharing support desktop apps.
Voicegain offers a downloadable Windows client app that is installed on the user's computer. This app accesses Zoom Local Recordings and automatically uploads them for transcription to Voicegain Transcribe.
Zoom has two types of recordings - Local Recordings and Cloud Recordings. This app is for Local Recordings - where the recording is stored on the hard disk of the user's computer. To learn more about Zoom local recording click here.
Zoom also allows a separate audio file for each participant's recording. Voicegain App supports upload of these individual participant's audio file so that the speaker labels are accurately assigned to the transcript.
Users may also upload pre-recorded audio files of their meetings, podcasts, calls and generate the transcript. We support over 40 different formats including mp3, mp4, wav, aac and ogg). Voicegain supports speaker diarization - so we can separate speakers even on a single channel audio recording.
Currently we support English and Spanish. More languages are in our roadmap - German, Portuguese, Hindi.
Users can organize their meeting recordings and audio files into different projects. A project is like a workspace or a folder.
Users can save the voice signatures of meeting participants and users so that you can accurately assign speaker labels.
Voicegain can also extract meeting action items, positive and negative sentiment.
Users can also mask - in both text and audio - any personally identifiable information.
We are adding a feature where Voicegain Transcribe can join any meeting by having the user just enter the meeting url and inviting Voicegain Transcribe.
We are also adding a Chrome extension that will make it much easier to record and transcribe web meetings.
By signing up today, you will be signed up on our forever Free Plan - which makes you eligible for 120 mins of Meeting Transcription free every month . Once you are satisfied with our accuracy and our user experience, you can easily upgrade to Paid Plans.
If you have any questions, please email us at support@voicegain.ai
[Updated: 5/27/2022]
In addition to the current support for English, Spanish, Hindi, and German languages in its Speech-to-Text platform, Voicegain is releasing support for many new languages over the next couple of months.
You can access these languages right now from the Web Console or via our Transcribe App or via the API
Upon request we will make these languages available for your testing. Generally, they can be available within hours from receiving a request. Please contact us at support@voicegain.ai
The Alpha early access models differ from full-featured production models in the following ways:
As alpha models are being trained on additional data, their accuracy will improve. We are also working on punctuation, capitalization, and formatting of each of those models.
We will update this post as soon as these languages are available in the Alpha early access program.
Since our language models are created exclusively with End-to-End Deep Learning, we can perform transfer learning from one language to another, and quickly support new languages and dialects to better meet your use case. Don’t see your language listed below? Contact us at support@voicegain.ai, as new languages and dialects are released frequently.
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