Definition
Automatic speech recognition (ASR) is the technology that converts spoken audio into written text, in real time or from a recording. In call tracking and conversation intelligence, ASR is the first step that makes a phone call readable, searchable, and analyzable at scale.
Without ASR, every call is a closed box. With it, the words spoken by agents and callers become structured data.
ASR works by breaking audio into small segments, matching those segments against statistical language models, and outputting the most probable word sequence. Accuracy depends on audio quality, speaker clarity, and how well the model is trained on industry-specific vocabulary.
Instrumented across thousands of multi-location operators, Convirza uses ASR as the foundation for scoring calls, flagging missed opportunities, and surfacing patterns that manual review would never catch. 96% of inbound calls are analyzed by zero humans. ASR is how that gap closes.
For a deeper look at how transcription works in practice, see Call Transcription.
