Age UK

AI-powered transcription scales Telephone Friendship Service

Age UK implemented an AI-powered transcription app that uses Azure AI Services speech-to-text to transcribe Telephone Friendship Service calls recorded via Twilio. Transcripts are scanned for concerning keywords, scored, and calls above a safety threshold are reviewed so staff can focus on higher-risk conversations. The solution speeds monitoring, improves safeguarding, and creates capacity to expand the phone-based friendship service.

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