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Full Help Center Q&A

View the VoiceBase FAQs in our Help Center here. 

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

What is your output format for dual-channel audio?

The JSON transcript would be like the example below, where ‘w’ is the word or speaker, ‘e’ and ‘s’ are timestamps, ‘c’ is confidence, ‘p’ is position in the transcript, and ‘m’ is metadata information (“turn” reserved for speaker switches). This is a simple transcript where the caller says hi, then the agent says hi.
{ "w": "caller", "e": 5560, "s": 5160, "c": 1, "p": 1, "m": "turn" }, { "w": "Hi", "e": 5560, "s": 5160, "c": 0.012, "p": 2 }, { "w": "agent", "e": 5670, "s": 5560, "c": 0.828, "p": 3 "m": "turn" }, { "w": "Hi", "e": 5670, "s": 5560, "c": 0.012, "p": 4 }
See more examples here.

API Support Docs

View the VoiceBase Developer API Support Documentation

Turnaround Time for Machine Transcription?

We use parallel processing and split the audio file into 1 minute chunks. Thus, we chop a 5 minute call into 5 one min pieces and send them out to multiple servers for processing. For example, if the job is a 5 min video, we can send back to you within 90 secs-3 mins. We also provide SLAs and 99% guarantee for 10 min, 2 hr, 24 turn around.

How to get API access?

Request a voice analytics API key here. 

We will review your request manually and reach out for next steps. 

Can my files be deleted after transcription?

Yes, you have the option to delete files yourself. If and when you delete files all copies and any derivative material, transcripts, etc. are immediately and irretrievably deleted.

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RELEASE NOTES & SYSTEM STATUS

Subscribe to status updates and view the release notes for VoiceBase Speech Analytics products here. 

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Help Articles

Learn more about voice analytics, leveraging VoiceBase products in your Call Center, and More:

VoiceBase Acquired by LivePerson

NEW YORK, Oct. 27, 2021 /PRNewswire/ — LivePerson, Inc. (Nasdaq: LPSN), a global leader in Conversational AI, today announced two major strategic acquisitions: VoiceBase, a leader in real-time speech recognition and conversational analytics; and Tenfold, the world’s most advanced customer engagement platform for integrating communication systems with leading CRM and support services.

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Digitizing Voice: A Great Source OF DATA for Organizations to Tap

While it might seem mundane, digitizing voice data is essential for downstream advantage. There are significant benefits in gathering, aggregating, analyzing, and leveraging appropriate actions from voice data. There are obvious benefits in customer service, sales management, and compliance. Voice data is an equal tributary in the growing data mesh that organizations are dealing with for now and the future. We are only at the beginning of leveraging voice data, so expect a big push in brand monitoring next.

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