We have a use case where we have a post-call survey with a free-form question at the end. As part of that question we need to also pass the confidence level as that is an important factor for our business customer. We have the ability to attach the transcription confidence for that question at the end of the survey, however we only recently added that. I've been looking for any way to pull a previous interaction, pull the survey data, and get that transcription confidence. I am not seeing this reported as part of the survey data in the API response or any other API for that matter.
One option (which I would prefer not to do) would be to make an API call for each survey to get the transcription URL, then fetch the content from the URL, take the average of the confidence levels for each individual word and use that value.
Crossing my fingers that someone knows of a different/cleaner approach. Thanks in advance!
#PlatformAPI------------------------------
Rich Bartolucci
Sr. Director, Omnichannel Application Development
Travelers Insurance
------------------------------