Rightpath Adds Automatic Machine Audio Transcription As An Additional Service.

Until now, many insurers wishing to analyse and evidence an individual customer call were faced with the laborious process of transcribing a recorded customer call manually, committing the conversation flow to a text file. Combining innovation with added-value, Rightpath Insurance Solutions has removed this burden for the insurers it serves.

Added Value
Earlier this year, Rightpath Insurance Solutions and InsurTech agency, Digi2L, launched a Digital Road Map. The Digital Road Map highlights several new first-to-market innovations, providing insurers with a cost-effective solution to securing their online advantage.

Through subsequent development work undertaken in support of The Digital Road Map, Rightpath has implemented a machine-led approach to the transcription of audio files on demand, such as customer call recordings.

Whilst audio transcribing is not new, Rightpath uses an advanced audio processing engine to generate accurate transcripts. During transcription each speaker is identified, and the lines spoken are attributed to the individual in text at final output. This represents a solution beyond easy reach of many insurers who rely on a third-party to deliver on their digital strategy.

For convenience, this additional service of machine-led audio transcription for individual calls is now available to all insurers Rightpath Insurance Solutions supports.

Transcription Advantages
Customer call transcription from audio to text is often necessary for a number of reasons. Once a call is committed to text much more can be done with the information it contains than an audio file will allow.

Special and Fraud Investigations: An accurate text transcription of a conversation can be reviewed and stored as evidence during special investigations and cases flagged for possible fraudulent activity. Key indicators of cases requiring further investigation may include contradictory information or changes in the nature of the claim. Such information is easier to pinpoint when output as part of a visual document to accompany an audio recording.

Analytical Benefits: With further development, and when transcribed and stored appropriately in bulk, text transcriptions can be analysed to establish key points of interest and areas for service improvement. By establishing the frequency and context behind the use of certain words and phrases, like ‘helpful’ or ‘I don’t know’, insurers can log gaps in customer awareness and service satisfaction.

When collated by the insurer, this information provides an invaluable resource to identify issues and help guide further brand and policy communications for the benefit of all customers. Digi2L can assist insurers looking to make use of this capability to enhance their business.

Machine-led Call Transcription is available for individual calls on-demand now. For more information on machine-led transcription, bulk transcription pricing or information on Rightpath’s Digital Road Map, call Digi2L today on: 01268 214096.