Comparing Speech-to-Text APIs on Phone Call Transcription

Product managers and developers at telephony companies are increasingly utilizing automatic speech recognition (ASR) to enhance their products' core features. Examples of such applications include Interactive Voice Response (IVR), Virtual Voicemail, Call Transcription, Call Tracking, Coaching Enablement, and Conversational Intelligence. The accuracy of a Speech-to-Text system is crucial for these telephony platforms to create high-quality features that users and customers appreciate. This report examines the performance of three ASR providers - AssemblyAI, AWS Transcribe, and Google Speech-to-Text - in transcribing earnings call recordings from five major companies: Twilio, Facebook, Apple, Microsoft, and MongoDB. The evaluation includes not only accuracy but also features like Personal Identifiable Information (PII) Redaction, Topic Recognition, Keyword Detection, and Content Safety. The results showcase the strengths and weaknesses of each provider, providing valuable insights for companies seeking to integrate ASR solutions into their telephony platforms.