We recommend that users first try our automated speech recognition (ASR) mode for captioning. InnoCaption offers automatic speech recognition captioning in English or Spanish. For more information on Spanish captioning, click here: Can I have calls captioned in Spanish?
This mode of captioning works very well in many call situations when speakers have a clear voice and good phone audio connections. ASR captioning provides you with complete privacy and very fast and consistent caption speeds. However, since there is no live assistant on the call it is up to you to decide whether ASR captioning is working properly during a call. If you see captions that do not make sense or seem inaccurate based on your conversation, this may indicate that the ASR engine is not able to properly caption a specific call. This may be caused by poor audio quality, multiple speakers talking at once or speakers with heavy accents or slurred speech. ASR captions may also struggle to accurately transcribe when children are speaking.
For example, many of our users have mentioned that they prefer to make calls to customer service lines using ASR as this mode performs very well for recorded messages and automated voice menus. When they are connected to a live agent they will continue with ASR if the captioning appears to be working well, but may switch to CA if the agent has an accent that ASR does not recognize well or does not seem to be speaking clearly.
If you ever feel that a call is not being transcribed accurately in ASR mode, we recommend you switch to our live stenographer captioning mode (CA mode). This can be done before or even during a call. Our stenographers are highly trained professionals with years of training and specialized equipment that enables them to transcribe dialogue at high speeds. Unlike speech recognition software, our stenographers bring human understanding to our captions and work hard to ensure you don’t miss any important information in your calls. Our stenographers are also able to provide captioning of non-verbal sounds on the call, for example if someone is laughing. For more instructions on how to switch between these caption modes, please refer to the article below.
InnoCaption’s mission is to provide you with the best accessibility solution available. By providing you with multiple caption modes to choose from, our hope is to ensure that you have the best captioning experience for any given call situation.