The main use cases involve clients handling various calls day-to-day who have a quality analyzer or auditor wanting to verify what representatives spoke with specific clients. This piece of technology comes into play because the auditor cannot go and listen to long audios for call recordings that span 10 to 20 or more hours. They won't be checking individual calls, but using Google Cloud Speech-to-Text, we can easily transcribe the call with respect to who has spoken what, with specific speaker diarization.
We can ask any open-source AI, or even paid AIs such as ChatGPT AI, to provide the transcription and the context of representative conversations with clients. From that, we will get a complete overview of the call in a few seconds.
We can transcribe multiple calls, and if we want to check our representative's productivity per day, we can easily transcribe all the calls and get an overall understanding of what has occurred in the calls. This is the broader scope of the Google Cloud Speech-to-Text solution I developed for my client.