Speech AI for Contact Centers

Build voice agent solutions and unlock conversation analytics with enterprise Voice AI

Transform routine inquiries into automated experiences while extracting actionable insights from every customer interaction.

Industry leading accuracy for voice agents

Keep your voice agents responsive and reliable with lightning-fast, accurate transcription

Real-time transcripts with minimal latency keep voice agents in sync with live conversations
Intelligent end-of-turn detection combines acoustic and semantic analysis for natural conversation flow
Reliable, unchanging transcripts from the start—so your system can act with confidence before speakers even finish

Unmatched precision for real-time agent assist

Empower human agents with AI-powered insights and guidance during every call

Reduce missed critical information by 66% compared to traditional speech recognition
Handle challenging audio conditions: crosstalk, background noise, and mobile connections
Provide low-latency streaming transcription for live coaching with immediate guidance availability

Advanced conversation intelligence and analytics

Transform customer conversations into actionable business insights with advanced audio intelligence

Track agent performance and talk time ratios with speaker separation
Surface themes, feedback, and pain points from thousands of conversations
Monitor sentiment trends to spot coaching opportunities automatically

Capturing speech is where it starts. Creating outcomes is where it counts.

Learn why today’s most innovative companies choose us.

25%reduction in handling time

Edgetier's customer, CarTrawler reduced chat handling time by 25% through enhanced insights and agent optimization.

“The accuracy was strong, but the great documentation and unique models like Auto Chapters and Sentiment Analysis is what really won us over.”

Nathan Webb, Product Manager

Accuracy where it matters most

Our Voice AI models deliver near-human accuracy even among noisy or challenging audio to capture the crucial details needed for smooth and seamless downstream processes.

The industry’s highest Word Accuracy Rate
AssemblyAI Universal	Amazon Transcribe	Deepgram Nova-2	OpenAI Whisper Large-v3
93.3%	91.7%	90.8%	89.7%

Explore all benchmarks

The most comprehensive intelligence suite

Turn every interaction into a powerful data set with advanced features that drive business-critical decisions and capabilities.

Intelligent Endpointing

Customize End of Turn Detection to more accurately detect when one speaker finishes an utterance in Streaming Speech-to-Text.

Auto Punctuation and Casing

Automatically add casing and punctuation of proper nouns to the transcription text.

Developer Toggles

Fine-tune the balance between speed and post-processing with configurable API options for timestamps, formatting, and punctuation.

Speaker Diarization

Reliably detect multiple speakers and what they’re saying with the highest accuracy in the industry.

Topic Detection

Spot trends and ares of importance by identifying key conversation topics.

PII Redaction

Safeguard sensitive information automatically to ensure privacy and compliance.

MODERN TOOLS FOR SUPERIOR INTELLIGENCE

Build expertly, scale effortlessly

Deep dive into the latest insights, trends, and industry breakthroughs for all things conversation intelligence.

INSIGHTS

2025 Insights Report: The State of Conversation Intelligence

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Transformative use cases of AI in contact centers

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Conversation intelligence in contact centers

Frequently Asked Questions

Does AssemblyAI provide real-time transcription for customer calls?

Yes. AssemblyAI supports real-time transcription for customer calls through its Streaming Speech-to-Text and a Twilio integration. You can stream live call audio and receive ~300 ms, immutable transcripts for in-the-moment coaching and intervention.

Can AssemblyAI integrate with existing contact center platforms?

Yes. AssemblyAI integrates with contact center stacks—including Amazon Connect and Genesys Cloud—and Twilio for call audio. You can also connect via no-code workflow tools like Power Automate. Enterprise customers get seamless partner integrations (e.g., AWS, Twilio) and can embed real-time transcription and analytics via API.

How does AssemblyAI handle both live and recorded calls?

AssemblyAI supports both. For live calls, use Streaming Speech‑to‑Text for ultra‑low‑latency, immutable transcripts with intelligent endpointing. For recorded calls/voicemails, send audio to the pre‑recorded API and get results via polling, SDKs, or webhooks. Twilio integrations support real‑time calls and asynchronous recordings.

What insights can AssemblyAI extract from contact center conversations?

AssemblyAI surfaces topics/themes and trends, monitors customer sentiment, and measures agent performance (e.g., talk‑time ratios via speaker separation). It also supports PII redaction for compliance. These capabilities enable pattern, feedback, and pain point discovery across thousands of conversations for scalable business intelligence.

Which languages are supported for real-time streaming transcription?

Universal-Streaming supports English by default. For multilingual real-time, use the multilingual streaming model, which currently supports English, Spanish, French, German, Italian, and Portuguese (beta). Additional languages are planned; follow the Changelog for updates.

What pricing options are available for high call volumes?

AssemblyAI uses usage-based pricing for streaming: Universal-Streaming is $0.15/hr per session. For high call volumes, volume discounts and tiered enterprise pricing are available. Pay‑as‑you‑go includes unlimited concurrent streams with customizable rate limits. Billing is session-based (you pay for total connection time).

Unlock the value of voice data

Build what’s next on the platform powering thousands of the industry’s leading of Voice AI apps.

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