An issue with a text Duplication for AGENT and CUSTOMER.

[Deuris]

Hey,

We keep experiencing an issue with some amount of the files. There is duplicated text for AGENT and CUSTOMER. Only AGENT is shown as a speaker for the converted file to MONO. Is there any solution?

Thank you in advance.

[chrislott]

Hi Deuris,

Are you converting a file from mono to stereo using a tool like ffmpeg? If so, that would cause both speakers to be on both channels, which would cause this issue. Can you try uploading the original mono audio file and see what the results are?

Chris

[debimishra89]

@chrislott , I am going to start a POC using Transcribe call analytics with agent-customer call recordings. Can 1-channel audio be processed correctly in Transcribe call analytics service?

[chrislott]

Transcribe Call Analytics only supports 2 channel audio- and you must provide which channel is which participant (customer or agent). In mono audio files, Post-Call Analytics will revert to Transcribe standard.

[debimishra89]

@chrislott okay, understood. Thanks
If i input 2-channel audio where both the channels are used by both the speakers (the original issue), then agent-customer text duplication happens. Is there any way to avoid this duplication?

is there any tool to preprocess the voice data to make it suitable for Transcribe call analytics?
Is there any way to process the output of Transcribe Standard in Transcribe call analytics to get sentiments and out-of-box features.

[Deuris]

Okay, I have found the "right" 2 channeled call dialogues examples, and it works fine. BUT, what if I want to analyze calls I got from an IP telephony CRM that doesn't record calls in 2 channels? What do you I do?