From the source
Hume is introducing an Audio Decision API that it describes as a decision layer for speech and sound, aimed at contact centers that score every call against a rubric.
- Hume says changing what gets scored in a call is a project involving a new rubric, pipeline and evaluations, taking days if not weeks before the first answer.
- The transcript such scoring runs on captures only the words, according to Hume, missing the pause, the sigh and two people talking over each other.
- Hume says that information sits in the audio, in call recordings or ignored on real-time calls, and that until now there was no way to extract it in a form you can act on.
