Yes. To date, we listen to the voice of the customer.
So in the open question in IVR, we display only the customer's speech-to-text.
With a contact centre’s recording setting we can split the audio.
Audio Splitting Speech to Text
We can split it into two separate streams (agent, customer).
See this timeline example (below).
The upper part of the graph is the agent’s voice; the lower part is the customer’s voice.
We could therefore transcribe them separately.
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