We make recorded content discoverable through Knowledge Extraction. VoiceBase automatically extracts keywords and generates overall topics from audio and video recordings to provide automatic notes which can be scanned, or used to drill-down into content.

Flag Keywords In Calls

Spot specific keywords, such as product or competitor names, to get a snapshot into your customer experience. Flag mandatory or banned language in contact center calls to quickly monitor agent behavior.

Call Summaries

Summarize calls by topics and keywords for management to easily review or escalate critical events at scale.

Track Trends

Scan 100% of your calls to get aggregated data across the board. See how your agents are performing and your customer experience is changing day over day, month over month.
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Working With Knowledge Extraction

Keywords & Topics Example
Keyword Extraction
Enable Knowledge Discovery

KNOWLEDGE

Q: How do I retrieve processed data?

Q: How do I retrieve processed data?

VoiceBase offers both polling and callback options to check for processing completion. Data can be returned in the callback or retrieved in a separate API request. Responses are in JSON format.

Q: Does the API allow custom data to be passed such as my internal IDs?

Q: Does the API allow custom data to be passed such as my internal IDs?

Yes, use the metadata attachment – any customer supplied metadata will be passed through.

Q: What do the statuses mean when uploading files?

Q: What do the statuses mean when uploading files?

Accepted – The file is successfully uploaded
Scheduled – The file is uploaded and is now in transcription queue
Running – The job is currently transcribing the audio file
Finished – The job is complete
Failed – The job has failed running

Q: What file formats can be uploaded?

Q: What file formats can be uploaded?

Our total list of accepted formats includes: *.mp3, *.mp4, *.flv, *.wmv, *.avi, *.mpeg, *.aac, *.aiff, *.au, *.ogg, *.3gp, *.flac, *.ra, *.m4a, *.wma, *.m4v, *.caf, *.cf, *.mov, *.mpg, *.webm, *.wav, *.asf, *.amr