Our Blog

News, Insights, sample code & more!

Benchmark
2025 Speech-to-Text Accuracy Benchmark for 8 kHz Call Center Audio Files

Voicegain is releasing the results of its 2025 STT accuracy benchmark on an internally curated dataset of forty(40) call center audio files. This benchmark compares the accuracy of Voicegain's in-house STT models with that of the big cloud providers and also Voicegain's implementation of OpenAI's Whisper.

In the years past, we had published benchmarks that compared the accuracy of our in-house STT models against those of the big cloud providers. Here is the accuracy benchmark release in 2022 and the first release in 2021 and our second release in 2021. However the datasets we compared our STT models was a publicly available benchmark dataset that was on Medium and it included a wide variety of audio files - drawn from meetings, podcasts and telephony conversations.

Since 2023, Voicegain has focused on training and improving the accuracy of its in house Speech-to-Text AI models call center audio data. The benchmark we are releasing today is based on a Voicegain curated dataset of 40 audio files. These 40 files are from 8 different customers and from different industry verticals. For example two calls are consumer technology products, two are health insurance and one each in telecom, retail, manufacturing and consumer services. We did this to track how well the underlying acoustic models are trained on a variety of call center interactions.

Why a separate benchmark for Call Center Audio Data ?

In general Call Center audio data has the following characteristics

  1. Narrowband: Most telephony systems used in call center encode the audio in a limited bandwidth 8 kHz format. Unless AI models are trained on such audio, the recognition accuracy can be limited.
  2. Noisy data: There is significant background noise and over-talk in call center audio recordings.
  3. Accents: Call Center agents work in different international locations. Even the end customers in the US have different accents. So the STT engine needs to be tuned to different accents.

Results of our Benchmark:

How was the accuracy of the engines calculated? We first created a golden transcript (human labeled) for each of the 40 files and calculated the Word Error Rate (WER) of each of the Speech-to-Text AI models that are included in the benchmark. The accuracy that is shown below is 1 - WER in percentage terms.

Accuracy Benchmark of different STT engines on Curate 8 kHz call center benchmark

Most Accurate - Amazon AWS came out on top with an accuracy of 87.67%

Least Accurate - Google Video was the least trained acoustic model on our 8 kHz audio dataset. The accuracy was 68.38%

Most Accurate Voicegain Model - Voicegain-Whisper-Large-V3 is the most accurate model that Voicegain provides. Its accuracy was 86.17%

Accuracy of our inhouse Voicegain Omega Model - 85.09%. While this is slightly lower than Whisper-Large and AWS, it has two big advantages. The model is optimized for on-premise/pvt cloud deployment and it can further be trained on client audio data to get an accuracy that is higher.

Custom Acoustic Model Training

One very important consideration for prospective customers is that while this benchmark is on the 40 files in this curated list, the actual results for their use-case may vary. The accuracy numbers shown above can be considered as a good starting point. With custom acoustic model training, the actual accuracy for a production use-case can be much higher.

Private Cloud/On-Premise Deployment

There is also another important consideration for customers that want to deploy a Speech-to-Text model in their VPC or Datacenter. In addition to accuracy, the actual size of the model is very important. It is in this context that Voicegain Omega shines.

Additional Result of our Streaming Speech-to-Text

We also found that Voicegain Kappa - our Streaming STT engine has an accuracy that is very close to the accuracy of Voicegain Omega. The accuracy of Voicegain Kappa is less than 1% lower than Voicegain Omega.

Reproducing this Benchmark

If you are an enterprise that would like to reproduce this benchmark, please contact us over email (support@voicegain.ai). Please use your business email and share your full contact details. We would first need to qualify you, sign an NDA and then we can share the PII-redacted version of these audio call recordings.

Read more → 
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Challenges in redaction of PII, PCI and PHI information in Call Center recordings for compliance requirements
ASR, Contact Center
Challenges in redaction of PII, PCI and PHI information in Call Center recordings for compliance requirements

This article highlights the technical challenges in redaction of PII, PCI and PHI information in call center recordings for compliance requirements. It is focused on CIOs, CISOs and VP Info-Secs of enterprises and BPOs that are responsible for compliant recording and storage in their Call Centers. This is a big area of focus in regulated industries like telecom, financial services, health care and government deal as these call centers deal with a lot of Personally Identifiable Information (PII) and Personal Health Information (PHI). In addition if a call center is processing payments, it needs to adhere to standards of PCI-DSS.

How does Redaction work?

Redaction of Call Center recordings involves 3 main steps, 1) Transcription 2) Named-Entity Recognition of PII/PHI/PCI entities and 3) Redaction (in both Audio & Text) of these entities. In order to be compliant with standards like PCI and HIPAA, it is important that before storing the audio data and text transcript long-term, all such PII information is masked in text and removed in audio prior to storage.

Key Technical Challenges in Redaction

1. Simplistic Algorithms designed for mono channels will not work

Most modern call center recordings are 2-channel or stereo. A simplistic algorithm designed for mono-channel recording will not work. For example, establishing that a credit card is being requested by the Agent can span multiple turns in the conversations. The NER algorithm while establishing context has to consider both channels. Also establishing where the context starts and ends is an important criterion.

2. PII information is provided in imprecise ways

In real-world conversations, customers are not very precise while sharing PII information. For example when they share their credit card number they can make mistakes while reading out the 15 or 16 digits. The Agent may not hear certain digits and ask the user to confirm or repeat certain digits. So when you are designing the algorithm to identify the PII entities it needs to be ablet to correct for all of this. 

3. Speech Recognition Errors

Transcription accuracy especially in telephone conversations, which encode the audio in 8kHz, may result in missed or additional digits. Having a simple rule related to digit length - say 15 for American Express and 16 for Visa will not work. Also sometimes digits may get recognized as words based on accents. For example "eight" may get recognized as "ate" if spoken with an accent.

4. Context Windows

As shared in the first point above, the problem becomes one of establishing a context window where the PII information is shared. In the first place, it needs to be long enough to even recognize that PII information is being requested. However extending the context window too much could start to introduce false positives. There may be other important numbers - for example say a tracking number or confirmation number that is also spoken not too far from the PII information.

Net-net designing an algorithm that is able to look across two channels for stereo recordings, account for speech recognition errors and perform accurate PII entity recognition over turns of a conversation with a well-balanced context window is the key to successful PII redaction.

Achieved 95% Redaction Accuracy for Sutherland Global

We partnered with Sutherland Global, a Top 10 BPO, to build a compliant recording for their large install base of Fortune 500 companies. The Voicegain platform - which performs both transcription and PII compliant redaction- is deployed in their VPC. We tuned our algorithm over several months to get it to pass stringent test criteria.

Today our PII Redaction has achieved an accuracy of over 95%.

Get in touch

If you are looking to build a PII/PCI/PHI compliant recording solution, please give us a shout. We would love to share our experiences. Email us at sales@voicegain.ai

Read more → 
2025 Speech-to-Text Accuracy Benchmark for 8 kHz Call Center Audio Files
Benchmark
2025 Speech-to-Text Accuracy Benchmark for 8 kHz Call Center Audio Files

Voicegain is releasing the results of its 2025 STT accuracy benchmark on an internally curated dataset of forty(40) call center audio files. This benchmark compares the accuracy of Voicegain's in-house STT models with that of the big cloud providers and also Voicegain's implementation of OpenAI's Whisper.

In the years past, we had published benchmarks that compared the accuracy of our in-house STT models against those of the big cloud providers. Here is the accuracy benchmark release in 2022 and the first release in 2021 and our second release in 2021. However the datasets we compared our STT models was a publicly available benchmark dataset that was on Medium and it included a wide variety of audio files - drawn from meetings, podcasts and telephony conversations.

Since 2023, Voicegain has focused on training and improving the accuracy of its in house Speech-to-Text AI models call center audio data. The benchmark we are releasing today is based on a Voicegain curated dataset of 40 audio files. These 40 files are from 8 different customers and from different industry verticals. For example two calls are consumer technology products, two are health insurance and one each in telecom, retail, manufacturing and consumer services. We did this to track how well the underlying acoustic models are trained on a variety of call center interactions.

Why a separate benchmark for Call Center Audio Data ?

In general Call Center audio data has the following characteristics

  1. Narrowband: Most telephony systems used in call center encode the audio in a limited bandwidth 8 kHz format. Unless AI models are trained on such audio, the recognition accuracy can be limited.
  2. Noisy data: There is significant background noise and over-talk in call center audio recordings.
  3. Accents: Call Center agents work in different international locations. Even the end customers in the US have different accents. So the STT engine needs to be tuned to different accents.

Results of our Benchmark:

How was the accuracy of the engines calculated? We first created a golden transcript (human labeled) for each of the 40 files and calculated the Word Error Rate (WER) of each of the Speech-to-Text AI models that are included in the benchmark. The accuracy that is shown below is 1 - WER in percentage terms.

Accuracy Benchmark of different STT engines on Curate 8 kHz call center benchmark

Most Accurate - Amazon AWS came out on top with an accuracy of 87.67%

Least Accurate - Google Video was the least trained acoustic model on our 8 kHz audio dataset. The accuracy was 68.38%

Most Accurate Voicegain Model - Voicegain-Whisper-Large-V3 is the most accurate model that Voicegain provides. Its accuracy was 86.17%

Accuracy of our inhouse Voicegain Omega Model - 85.09%. While this is slightly lower than Whisper-Large and AWS, it has two big advantages. The model is optimized for on-premise/pvt cloud deployment and it can further be trained on client audio data to get an accuracy that is higher.

Custom Acoustic Model Training

One very important consideration for prospective customers is that while this benchmark is on the 40 files in this curated list, the actual results for their use-case may vary. The accuracy numbers shown above can be considered as a good starting point. With custom acoustic model training, the actual accuracy for a production use-case can be much higher.

Private Cloud/On-Premise Deployment

There is also another important consideration for customers that want to deploy a Speech-to-Text model in their VPC or Datacenter. In addition to accuracy, the actual size of the model is very important. It is in this context that Voicegain Omega shines.

Additional Result of our Streaming Speech-to-Text

We also found that Voicegain Kappa - our Streaming STT engine has an accuracy that is very close to the accuracy of Voicegain Omega. The accuracy of Voicegain Kappa is less than 1% lower than Voicegain Omega.

Reproducing this Benchmark

If you are an enterprise that would like to reproduce this benchmark, please contact us over email (support@voicegain.ai). Please use your business email and share your full contact details. We would first need to qualify you, sign an NDA and then we can share the PII-redacted version of these audio call recordings.

Read more → 
Going beyond Accuracy: Key STT API Features for Contact Center Voice AI Apps
ASR
Going beyond Accuracy: Key STT API Features for Contact Center Voice AI Apps

This article is for companies building Voice AI Apps targeting the Contact Center. It outlines the key technical features, beyond accuracy, that are important while evaluating an OEM Speech-to-Text (STT) API. Usually, most analyses focus on the importance of accuracy and metrics like benchmarks of word error rates (WER). While accuracy is very important, there are other technical features that are equally important for contact center AI apps.

Introduction

There are multiple use-cases for Voice AI Apps in the ContactCenter. Some of the common use cases are 1) AI Voicebot or Voice Agent 2) Real-time Agent Assist 3)Post Call Speech Analytics.

This article is focused on the third use-case which is Post-Call Speech Analytics. This use-case relies on batch STT APIs while the first two use-cases require streaming transcription. This Speech Analytics App helps the Quality Assurance and Agent-Performance management process. This article is intended for Product Managers and Engineering leads involved in building such AI Voice Apps that target the QA, Coaching and Agent Performance management process in the call center. Companies building such apps could include 1) CCaaS Vendors adding AI features, 2) Enterprise IT or Call Center BPO Digital organizations building an in-house Speech Analytics App 3) Call Center Voice AI Startups

1. Accurate Speaker Diarization

Very often, call-center audio recordings are only available in mono. And even if the audio recording is in 2-channel/stereo, it could include multiple voices in a single channel. For example, the Agent channel can include IVR prompts and hold music recordings in addition to the Agent voice. Hence a very important criterion for an OEM Speech-to-Text vendor is that they provide accurate speaker diarization.

We would recommend doing a test of various speech-to-text vendors with a good sample set of mono audio files. Select files that are going to be used in production and calculate the Diarization Error Rate. Here is a useful link that outlines the technical aspects of  understanding and measuring speaker diarization.

2. Accurate PII/Named Entity Redaction and PCI Compliance

A very common requirement of Voice AI Apps is to redact PII – which stands for Personally Identifiable Information. PII Redaction is a post-processing step that a Speech-to-Text API vendor needs to perform. It involves accurate identification of entities like name, email address, phone number and mailing addresses and subsequent redaction both in text and audio. In addition, there are PCI – Payment Card Industry – specific named entities like Credit Card number, 3-digit PIN and expiry dates. Successful PII and PCI redaction requires post-processing algorithms to accurately identify a wide range of PII entities and cover a wide range of test scenarios. These test scenarios need to cover scenarios where there errors in user input and errors in speech recognition too.

There is another important capability related to PCI/PII redaction. Very often PII/PCI entities are present across multiple turns in a conversation between an Agent and Caller. It is important that the post-processing algorithm of the OEM Speech-to-Text vendor is able to process both channels simultaneously when looking for these named entities.

3. Language Detection

A Call Center audio recording could start off in one languageand then switch to another. The Speech-to-Text API should be able to detect language and then perform the transcription.

4. Hints/Keyword Boosting

There will always be words that are not accurately transcribed by even the most accurate Speech-to-Text model. The API should include support for Hints or Keyword Boosting where words that are consistently misrecognized can get replaced by the correctly transcribed word. This is especially applicable for names of companies, products and industry specific terminology.

5. Sentiment and Emotion

There are AI models that measure sentiment and emotion, and these models can be incorporated in the post-processing stage of transcription to enhance the Speech-to-Text API. Sentiment is extracted from the text of the transcript while Emotion is computed from the tone of the audio. A well-designed API should return Sentiment and Emotion throughout the interaction between the Agent and Caller. It should effectively compute the overall sentiment of the call by weighting the “ending sentiment” appropriately.

6. Talk-Listen Ratios, Overtalk and Other Incidents

While measuring the quality of an Agent-Caller conversation, there are a few important audio-related metrics that are tracked in a call center.  These include Talk-Listen Ratios, overtalk incidents and excessive silence and hold.

7. Other Optional LLM-Powered Features

There are other LLM-powered features like computation of theQA Score and the summary of the conversation. However, these are features are builtby the developer of the AI Voice App by integrating the output of the Speech-to-TextAPI with the APIs offered by the LLM of the developer’s choice.

Read more → 
AI Voice Agents for Eligibility and Claims Status phone calls for TPAs and Health Plans
Contact Center, Enterprise, Voice Bot
AI Voice Agents for Eligibility and Claims Status phone calls for TPAs and Health Plans

This Article provides an overview of how AI Voice Agents can lower call center operating costs and also simultaneously elevate the brand perception and customer service reputation of the health plan or the TPA. These AI Voice Agents can automate routine inquiries like Claim Status, Eligibility Verification and Benefits Inquiries.

Introduction - Why optimize your call center now?

Health Plans and TPAs face intense pressure to lower operating costs. There are several reasons 1) Medicare (& Medicare Advantage) and Medicaid reimbursement rates are going down. 2) Commercial Groups are pushing back on decades of price increases. 3) Lucrative revenue sources like pharmacy rebates are drying up.

There is also an urgent need to elevate the member experience and improve the Net Promoter Score (NPS) . Newer products like level-funded, direct primary care and ICHRAs are directly competing with Health plans and TPAs and member experience is increasingly the source of competitive advantage.

The Answer - AI Voice Agent focused on Health Plans and TPAs

A modern LLM-Powered AI Voice Agent can transform the call center experience. It can answer all the calls received at the call center - whether they are from members or providers. Callers can speak in full sentences with the AI Voice Agent and describe the reason for their call in their own language.

If the call is a routine inquiry like verifying eligibility or getting claims status, an AI Voice Agent can easily engage callers in a conversational experience, provide the answers and complete the call. In order to fully automate or answer these calls, the AI Voice Agents needs to integrate with the Payer's backend systems. These include member and eligibility databases, the CCaaS System and the CRM System.

Also AI Voice Agents is no longer a technology that will only become practical in the future. Unlike other technologies, AI is gaining rapid acceptance and such natural conversational interactions are a reality today. This Generative AI based Voice Agent has already been implemented in some of the fast-moving TPAs and health plans.

Designing the AI Voice Agent to seamlessly handoff calls to Live Agents

Any Health Plan or TPA will want an AI Voice Agent that seamlessly integrates with the phone system or CCaaS platform being used. Modern CCaaS platforms include Five9, Genesys Cloud, Dialpad, Nice CXOne, RingCentral and Avaya.

The AI Voice Agent should be able to transfer a call over the PSTN to the appropriate queue in the CCaaS platform based on the reason for the call. And most importantly, when an Agent actually becomes available and is able to take a call that is transferred by the AI Voice Agent, the Agent should receive a "Screen Pop" of all the information or context of the interaction with the AI Voice Agent. The most frustrating thing from a user-experience standpoint is to design a system or process where the caller has to repeat information that was already provided to the AI Voice Agent.

Improving Productivity of Live Agents with real-time assistance

Even after the call is answered by the human agent,  the AI Voice Agent should continue to monitor and listen to the conversation between the caller and the Live Agent. In other words, it is not sufficient to just provide the context of the caller's interaction with the AI Voice Agent. It is also very important to guide and help the AI Agent in real-time. In order to do this, the AI needs to have access to the real-time audio stream, stream the audio to a Large Language model secured with adequate guardrails. As context, the LLM needs to be provided with internal knowledge-base or support articles as context.

Analyzing and Rating the end-to-end caller journey

After the call is answered by the human agent,  the AI Voice Agent should automatically extract sentiment and key audio and NLU metrics and also score or rate the interaction between the caller and the Live Agent for Quality Assurance purposes.

Are you at a Health Pan or a TPA? Call Casey, our AI Voice Agent today.

If you are at a Health Plan or a TPA? You can experience how  Casey, Voicegain's AI Voice Agent for Payers, interacts with callers in call centers today.

Here is a link to experience our demo. All it needs is 5 minutes. In-depth instructions to interact with the Demo are provided on the website. 

Read more → 
AI Voice Agents can help Medicare Advantage plans maintain and improve their CMS Star Ratings for the Call Center metric
Casey, Generative Voice AI, Contact Center
AI Voice Agents can help Medicare Advantage plans maintain and improve their CMS Star Ratings for the Call Center metric

Why the Stars Matter

CMS uses the Medicare Advantage & Part D (MA-PD) Star Rating system to steer more than 31 million beneficiaries toward high-quality plans and to decide who receives quality-bonus payments worth billions each year. Contracts at 4-start (★★★★) or 5-star (★★★★★) get marketing benefits, extra rebate dollars, and enrollee growth, while plans that slip below ★★★ can be sanctioned or terminated.

A Quick Primer on How CMS Calculates the Rating

*Weights apply to 2025 Stars; CMS finalized a drop of Patient-Experience & Access measures from 4× to 2× starting with the 2026 ratings.
Level What’s Rated Example Measures Weight* Notes
Measure 1–5★ for each metric Breast-cancer screening, CAHPS “Getting Needed Care,” Medication Adherence 1, 3, 4 or 5 Process = 1×, Intermediate/Outcome = 3×, Patient-Experience & Complaints = 4× (dropping to 2× in 2026), Improvement = 5×
Domain 14 Part C & 6 Part D groupings Staying Healthy, Member Experience, Drug Safety Weighted average At least two measures needed per domain
Summary Part C and Part D summaries Up to 40 metrics for MA-PDs Weighted average Guardrails cap drastic cut-point moves
Overall Combines C & D Overall MA-PD Stars Weighted by enrollment Shown on Medicare Plan Finder each October

Where Plans Lose Stars

  • Member experience & complaints (currently 4× weight): CAHPS scores are sensitive to long hold times, language access gaps, and unresolved grievances.
  • Access & call-center metrics: CMS audits interpreter availability, TTY performance, and after-hours answer rates.
  • Preventive-care process gaps: Screenings, vaccines and follow-up calls drag ratings if members can’t be reached.
  • Medication adherence & MTM: Three adherence measures remain 3× weighted; missed refill reminders hurt scores.

Enter the Always-Available AI Voice Agent

Star-Rating Pressure Point How a 24/7 AI Voice Agent Helps Impact on Stars
CAHPS “Getting Needed Care” & “Customer Service” Answers every call in < 1 ring, supports 200 + languages, and seamlessly escalates complex issues. Higher patient-experience scores & fewer CTM complaints.
Call-center Access Measures Guarantees interpreter & TTY routing and logs a 100 % answer rate after hours. Protects 2×–4× weighted access metrics.
Preventive-care & Chronic-care Process Measures Outbound campaigns remind members of screenings, vaccines, or post-ED follow-ups and update gap-closure status in real time. Boosts 1× process and 3× intermediate-outcome scores (e.g., Controlling Blood Pressure).
Medication Adherence (3×) Sends daily refill reminders, offers pharmacy warm-transfers, and supports smart IVR refills. Improves adherence cut-points year-over-year.
Improvement Measures (5×) Analytics dashboard flags at-risk metrics weekly; voice agent auto-tests scripts and measures lift. Maximizes the single-heaviest weight in the program.

Voicegain Casey, an AI Voice Agent that can maintain and boost CMS Star Rating

Voicegain Casey—launched April 2025— is an AI Voice Agent that handles every incoming provider or member call. It understands the intent of the call, performs HIPAA validation and automates routine inquiries like claims status, eligibility and benefits inquiries. For calls that need live human agent assistance, it transfers calls to live agents with a real-time screen-pop and continues to assist the Agents. It shaves 2–3 minutes of after-call work and boosting CSAT/NPS for health plans and TPAs.

In addition it records and analyzes each and every interaction and flags an interaction that has not met the standard. This can be of immense value to the MA Health Plan.

Implementation Tips for Health-Plan Leaders

  1. Start with high-volume intents (eligibility, claim status, pharmacy refills) to free agents for complex CAHPS-sensitive calls.
  2. Integrate with your CCaaS & CRM so AI can pre-populate member data and log screenings automatically.
  3. Set Stars-oriented KPIs—e.g., hold time < 30 s, outbound reach rate > 70 %, refill reminder completion—to quantify lift.
  4. Monitor sentiment & compliance; modern voice AI can redact PHI, track interpreter usage, and surface grievances before they hit CTM.
  5. Plan for 2026 weight changes: Even with Patient-Experience weight dropping to 2×, CMS still ties >30 % of Stars to access and experience—so keep delighting callers.

The Bottom Line

CMS Star Ratings increasingly reward real-time, patient-centric service. A 24/7 AI Voice Agent acts as a tireless first-responder—answering every call, closing care gaps, and feeding analytics back to your Stars team. For plans chasing ★★★★ or trying to stay above ★★★, deploying voice AI isn’t just a CX upgrade; it’s a direct lever on revenue-critical metrics.

Get in touch

If this topic is of interest and if you want to see how other health plans are using Voicegain Casey, get in touch with us

Read more → 
Announcing Voicegain Casey, a Generative AI Voice Agent for Health Plan and TPA Call Centers
Enterprise
Announcing Voicegain Casey, a Generative AI Voice Agent for Health Plan and TPA Call Centers

Voicegain is excited to announce the launch of Voicegain Casey, a payer focused AI Voice Agent that transforms the end-to-end call center experience with the power of generative AI. Voicegain Casey is a software suite of the following three Voice AI SaaS applications that helps a health plan or TPA call center improve operational efficiency and increase the CSAT and NPS (Net Promoter Score):

A. Voicegain Casey - Suite of Generative AI-Powered SaaS Applications

1. AI Voice Agent:

The AI Voice Agent replaces a touch-tone IVR with a modern LLM-powered human-like conversational voice experience. The AI Voice Agent can answer all calls that are received at a Health Plan or TPA Call center. It engages callers in a natural conversation and automates routine telephone calls like Claims Status, benefits inquiries and eligibility verifications. There is a very compelling business case to automate Provider phone calls in Health Plan and TPA call centers. Voicegain Casey has been specifically designed and developed for this goal. The AI Voice Assistant is also trained to perform HIPAA Validation and triaging of calls. So if the AI has not been trained to answer a specific question, it routes the call to the call center for live assistance.

2. CCaaS Integrated AI Co-Pilot : 

Voicegain AI Co-Pilot is a browser extension that runs as a browser side-panel of Call Center Agent's CRM. This Co-Pilot is integrated with the Contact Center/CCaaS platform used in the Call Center. When a call transferred by the AI Voice Agent is eventually answered by a Live Agent, all the information collected by the AI Voice Assistant is presented as a "Screen-Pop" on the Desktop of the Live Agent (also referred to as CTI). This CTI/Screen pop feature ensures that the front-line call center staff can continue the conversation from where the AI Voice Agent left off. In addition to this Screen-Pop, the AI Co-Pilot also guides the front-line call center staff in real-time by listening, transcribing and analyzing the conversation and providing real-time guidance . The AI Co-Pilot also generates a summary of the conversation within five seconds of the completion of the call. This automated summarization easily saves 1-2 mins of wrap-up time or after call work which is very common in these health plan and TPA call centers.

3. AI QA & Coach:

Voicegain AI QA & Coach is a browser-based AI SaaS application that is used by Team-leaders, QA Call Coaches/Analysts and Operations Managers in a call center. This AI SaaS app records, transcribes and analyzes the entire conversation. It measure the sentiment of the callers and computes the QA score. Voicegain uses the latest open-source reasoning LLMs (like LLAMA 3, Gemma) and closed-source reasoning models like o-3 from Open AI. With the power of modern reasoning models, almost the entire QA score-card (approximately 80% of the questions) can be easily answered using AI. This SaaS App also provides a database of all whole-call-recordings of the entire conversation of the customer - which includes the AI Voice Assistant part, the transfer to the specific Call Center queue and eventually the entire conversation between the Live Agent and the Caller.

B. Integrations

Voicegain Casey requires the following 3 key integrations to help with automation and real-time assistance.

1. Contact Center Platform/CCaaS Platform

Voicegain Casey integrates with modern CCaaS platforms. Current Integrations include Aircall, Five9 and Genesys Cloud. Planned integrations include Ringcentral, NICE CXOne and Dialpad.

2. CRM Software

Voicegain Casey integrates with the CRM software of the Health plan or the TPA. This can be an off-the-shelf CRM like Zendesk or Salesforce. It can also be a proprietary/homegrown CRM. As long as the CRM is a browser-based SaaS application, this should not be an issue. Voicegain Casey AI Co-Pilot is a browser-extension that is installed in the side-panel of the same browser tab as the CRM. At the end of the call, the summary of the call is automatically generated and available on the browser extension within 5 seconds of the end of the call.

3. Eligibility & Claims

Voicegain Casey needs access to the member eligibility and claims data.

C. Demo and Additional Information

For further information on Voicegain Casey, including a demo, please visit this link

D. Give us a shout!

If you would like to understand Voicegain Casey in more detail or if you would prefer a detailed product demo over a Zoom video call, please do not hesitate to send us an email. You can reach us at sales@voicegain.ai or support@voicegain.ai

Read more → 
Category 1
This is some text inside of a div block.
by Jacek Jarmulak • 10 min read

Donec sagittis sagittis ex, nec consequat sapien fermentum ut. Sed eget varius mauris. Etiam sed mi erat. Duis at porta metus, ac luctus neque.

Read more → 
Category 1
This is some text inside of a div block.
by Jacek Jarmulak • 10 min read

Donec sagittis sagittis ex, nec consequat sapien fermentum ut. Sed eget varius mauris. Etiam sed mi erat. Duis at porta metus, ac luctus neque.

Read more → 
Category 1
This is some text inside of a div block.
by Jacek Jarmulak • 10 min read

Donec sagittis sagittis ex, nec consequat sapien fermentum ut. Sed eget varius mauris. Etiam sed mi erat. Duis at porta metus, ac luctus neque.

Read more → 
Category 1
This is some text inside of a div block.
by Jacek Jarmulak • 10 min read

Donec sagittis sagittis ex, nec consequat sapien fermentum ut. Sed eget varius mauris. Etiam sed mi erat. Duis at porta metus, ac luctus neque.

Read more → 
Category 1
This is some text inside of a div block.
by Jacek Jarmulak • 10 min read

Donec sagittis sagittis ex, nec consequat sapien fermentum ut. Sed eget varius mauris. Etiam sed mi erat. Duis at porta metus, ac luctus neque.

Read more → 
Category 1
This is some text inside of a div block.
by Jacek Jarmulak • 10 min read

Donec sagittis sagittis ex, nec consequat sapien fermentum ut. Sed eget varius mauris. Etiam sed mi erat. Duis at porta metus, ac luctus neque.

Read more → 
Sign up for an app today
* No credit card required.

Enterprise

Interested in customizing the ASR or deploying Voicegain on your infrastructure?

Contact Us → 
Voicegain - Speech-to-Text
Under Your Control