An Automatic Call Voice-to-Text Conversion and Core Content Summarization System to Solve Consultation Delays and Record Omissions in Small and Medium Call Centers

The Problem

The structure where agents type while talking to customers severely degrades work efficiency. This leads to longer customer wait times and a vicious cycle where important complaints or promises are missed, resulting in secondary complaints.

Why Now

Moving away from the large enterprise-focused on-premise system market, the spread of reasonable web-based voice recognition technologies has significantly lowered the barrier to entry for SMEs. In addition, with the shrinking workforce and difficulties in hiring agents, improving the work environment through automation has become essential for corporate survival.

Recommended Talent

Service Planner/PM (Define core metrics and MVP scope), Backend Engineer (Design architecture for large-volume voice data processing and real-time text conversion API), Frontend Engineer (Develop a real-time responsive web dashboard for agents), UI Engineer/Web Publisher (Design high accessibility and semantic structure for agents of various ages)