KPI
Recognition rate: Please check the speech recognition rate from the link
Success Measurement
Recognition rate is the main measurable value that demonstrate the effectiveness of RTG's key features.
It is measured and confirmed by Sestek Consultancy Team and customer. Recognition rate is measured by selecting 10 calls from different agents over 180 seconds on various days.
Recognition rate is measured by comparing the recognition model results and manual transcription outputs. The system interface can be used to do the comparison. The measurement method is as follows:
Example 1:
Uttered sentence: “I want to cancel my credit card”
Recognized sentence: “I want to pencil my credit card”
Result: the word “cancel” is recognized as “pencil”. 6 out of 7 words are recognized correctly, therefore the recognition rate is 86%.
Example 2:
Uttered sentence: “I want to cancel my credit card”
Recognized sentence: “I want to cancel”
Result: Although the words “my”, “credit” and “card” are clearly pronounced by the customer representative, they are not recognized. 4 out of 7 words are recognized correctly, therefore the recognition rate is 57%.