Our UK based company (We Are Digital) - www.we-are-digital.co.uk - is a national digital skills training provider, teaching IT skills to beginners from councils, social housing providers, and the general public. When we promote a course to housing residents for instance, we promote a twilio number to them, and then we get lots of calls (up to multiple hundreds) into that twilio line, in order to register for that course on an automatic basis, so the twilio line talks back to them ("welcome to Council X's registration line for computer courses, please leave your details after the tone for various questions", etc, etc - and asks them lots of questions we want to know.
This happens for multiple project / twilio lines at any one time - as we work with around 50-60 clients who all require training courses, and therefore twilio numbers.
We have already had multiple developers build us the current system - so we have the transcription code in there from twliio so all the answers are transcribed automatically to a spreadsheet. However, due to cost and timesaving w have thus far only used the VOICE recording feature - not the keypad feature, i.e people leave their name, address, DOB, skill levels between 1-5, etc - all by recording their answer by voice. not keypad. Hence why we now need an upgrade to make it easier for us.
The process is as follows:
1. the code has been built around twilio to pull out each separate call, and each answer to each question on that one call, into a spreadsheet. i.e. if there are 100 calls, there will be 100 spreadsheets = one per call. And on each individual spreadsheet (for each call) there are different columns for each answer / question.
2. We pull these spreadsheets out through the Filezilla programme - which i believe has a login which interacts with our website's server (which is how the whole twilio system has been built? and we can share that with you) - we are not that technical, apologies!
3. so we have multiple projects / twilio lines - for multiple courses - let's just say for Council X, Council Y and Council Z - these are shown as folders on the filezilla programme once we login, and we can change the text that is read out on the twilio line through this system, AND get into the transcriptions (each time a new call's spreadsheet comes out, it goes into a folder on that particular day).
4. Only other things to note (which i dont know if they will affect things) are:
a) we were a bit frustrated with twilio not always coming out with good quality answers on the transcriptions - so we heard of a company called Clarify, which works with twilio - that apparently has even better transcription quality - so instead of totally moving away from twilio - we just got a developer to add in some code so we coudl manually choose between the call going to twilio or clarify - by adding in the word twilio or clarify to the coding whhen we set up the line. Right now we haven’t actually used the clarify option on anything yet (I guess because we are a bit scared to!) so it’s been defaulted to twilio, and transcription quality hasn't been great - and we have someone in the office who has to manually listen to many of the answers in order to cleanse them!
b) Because each of the spreadsheets that come out are single files, one by one - -when we have a lot of calls coming in for a project, and we want to get them all onto one sheet to start sorting them out to put people into courses, we had to manually concatenate / combine them, and we also didnt know at any one time, which of our 40-50 projects would have new calls coming into it (unless we went into every folder to look). So we had another developer build us a robot scraper that every day at 6am pulls off all newly registered calls and also those who attempted to call but didnt leave a recording - and sends them to us as one file - which has saved a lot of time. We wouldnt want this affected going forward but if you work within the confines of what we've already got, it should be fine.
However, having spoken to my Ops manager, we think the time has come to update the system so that callers can use the KEYPAD to pull the answer in from the keypad, because we realised that even if the clarify / twilio transcriptions improved, we still had too many answers by voice, and not keypad, which is where the transcription quality goes down massively - as there are clearly many more possible options for words than numbers for twilio to transcribe, so it makes mistakes - so if we can get the callers to press the keypad for things that actually involved a number - it woudl save us a lot of headaches of manually checking and cleansing the worded answers - so for instance we want to change this for DOB, telephone number, skill level (From 1-5) and house number to allow all those to be typed in from the keypad.
We need someone with very good English speaking because we have found previously that it is hard to explain the brief otherwise.