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Watson Speech transcription & synthesis for customer self-service

Leading Bank built an analytics solution using Watson Speech to Text to transcribe and audit tens of thousands of customer calls, saving Citibank’s 2500 auditors 100,000+ hours each month

Business Problem

Leading Bank’s internal audit department oversees 10,000-20,000 calls per month but was only able to listen to 1% of them. The scarcity of auditors means it is impossible to monitor all these calls.


IBM built an analytics tool on Cloud Pak for Data that allows Leading Bank to transcribe, analyze and score recordings for correctness and quality using Speech to Text and Watson Discovery. The outcome is an audit-specific worksheet that gives a concise overview of all calls, enabling the bank to determine if a department is compliant.