Debate over accuracy of AI transcription services rages on

Transcription service companies continue to make claims about their AI, but in the absence of any formal set of benchmarks for natural language processing (NLP), most of those claims lack the context required to make a precise apples-to-apples comparison. Dialpad, for example, recently announced that its Voice Intelligence AI technology has surpassed rivals in terms of both keyword and general accuracy. Along with Google, IBM, Microsoft, Cisco, Chorus.ai, Avaya, Zoom, and Amazon Web Services (AWS), Dialpad provides end users with automated speech recognition (ASR) and NLP capabilities that can be applied to voice calls and videoconferencing sessions in real time. An analysis of general word and keyword accuracy Dialpad published claims it achieves a word accuracy rating of 82.3% and a keyword accuracy rating of 92.5%.