Why wouldn't it, once you actually have that project you have the raw audio to generate the transcripts. Only spend the money at the last second when you know you need it.

Edit: Tell me more how preemptively spending five figures to transcribe and summarize calls in case you might want to do some "data engineering" on it later is a sound business decision. What if the model is cheaper down the road? YAGNI.

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thfuran 3 days ago | parent | next [-]

A company that could save millions by not having staff write up their own call notes almost surely is already doing that.

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Spivak 3 days ago | parent [-]

And yet the topic of conversation is a company that did just that. The AI is just the smoke and mirrors that pushed the business to do it. Staff aren't writing their own call notes anymore. The LLM summary, almost by definition, isn't adding any additional signal to the call audio. If your data engineering pipeline works by processing LLM generated notes then it must work equally well processing the call transcript—they're the exact same data. AI finally got the business to admit that nothing of value was added by call notes and have dropped that work completely. The final step is just dropping the useless use of LLM.

Just the audio transcript is way cheaper and can use existing technology.

	▲	thfuran 3 days ago \| parent [-]
		I think you’ve misunderstood something somewhere in the conversation. Text notes and transcripts are useful. They are widely used and integrated into existing processes at probably every large company that’s producing them. You appear to be suggesting that they should just stop doing that and switch to processing audio instead because that’s somehow more pre-existing than their existing processes and they probably don’t need the text for all the things they’re already using it for?

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kenjackson 3 days ago | parent | prev | next [-]

This is the bread and butter of call centers and the companies that use them. The transcripts and summaries are used from everything from product improvement to agent assessment. This data is used continuously. Its not like they use this transcript for the one rare time someone sues because they claim an agent lied. That rarely happens.

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paulddraper 3 days ago | parent | prev [-]

The "last second" is right after the call.

For example, if 60% of your calls this month mention assembly issues with the product, that information will help you improve it.

This is practical, not theoretical.