As one of the most innate and ubiquitous forms of expression, speech is a fundamental pillar of human interaction. It comes as no surprise, then, that Google Cloud’s Speech API  has become a crucial tool for enterprise customers, launched to general availability (GA) over six years ago and, now, processing over 1 billion voice minutes each month.

With the Speech API, we’ve been pleased to serve thousands of customers and provide industry-leading speech recognition quality and cost-effective products across a range of industries. We want to constantly evolve our offerings and bring new benefits to organizations, which is why today, we’re excited to announce the GA release of our new Speech-to-Text v2 API. 

Speech-to-Text v2 modernizes our API interface and introduces several new features. It also migrates all of our existing functionality, so you can use the same models and features that you were using in STT v1 or v1p1beta1 APIs. This new version of our API also allows us to take advantage of significant cost savings in our serving path, and as such we are reducing our base price, as well as adding pricing incentives for large workloads and those willing to accept longer turnaround times.

This new infrastructure also allows us to serve a wide variety of new types of models, including Chirp , our latest 2B-parameter large speech model. All of these are Generally Available to Google Cloud Platform customers and users starting today.

Let’s have a more thorough look though at the enhanced features of Speech-to-Text API V2 and illustrate how your business can benefit from our new capabilities:

Expanding Speech-to-Text features with V2 API

Since the official launch of Speech-to-Text API back in 2017, we’ve utilized Google’s global infrastructure to host and monitor our production-facing transcription models. This robust, well-connected network has been the backbone of our offering for all of our customers. 

However, a unified view of our Speech-to-Text service has been a crucial request for our enterprise customers  who need to satisfy data residency and compliance requirements, especially in regulated industries like banking and public sector. We listened carefully to this feedback, and starting today, our Speech-to-Text v2 API supports full regionalization, allowing our customers to invoke identical copies of all our transcription models in the Google Cloud Platform region of their choice. 

In addition to giving users the flexibility to deploy in any region, we are adding a number of new features to help developers build on the API: 

• Recognizers: A user-defined named configuration that combines a model identifier, the language-locale of the audio to be transcribed, and the cloud region for the transcription model to run. Once-created, the recognizer can be referenced to every subsequent transcription request, eliminating the need for users to repeatedly define the same configuration parameters. This resourceful implementation of recognizers allows for greater flexibility in authentication and authorization, as users are not longer required to set up dedicated service accounts.
• Cloud Logging: Requests performed using a recognizer object automatically support cloud logging by default. Since the recognizers are defined as named entities, customers can partition traffic based on the recognizer of interest or collectively. 
• Audio Format Auto-Detection: Instead of having our users analyze and manually define the audio configuration settings to pass in a transcription request, the new Speech-to-Text V2 API detects settings like encoding, sampling rate, and channel count, then automatically populates the request configuration parameters. 

Increasing accuracy at Enterprise Scale with Chirp

As part of our continuous investment in foundational speech models, in March 2023 we released research results for our Universal Speech Mode (USM), a family of state-of-the-art speech models with 2B parameters and support for transcriptions of 300+ languages. In May 2023, at Google I/O, we announced Chirp in Private Preview, the latest version of the USM family, fine-tuned for our Cloud-specific use-cases. 

Chirp is now GA through the Speech-to-Text v2 API. Following extensive testing and feedback from our customers, we are making the power of pre-trained large models accessible through a simple enterprise-grade API surface. Our early adopters have seen major strides in customer engagement, thanks to the market-leading accuracy and language coverage of the new model, and we cannot wait to see what opportunities our enterprise customers will unlock.

Introducing new pricing, tiers, and options

We have heard from customers that price can be just as important as quality for many workloads. That’s why the Speech-to-Text API v2 features totally new pricing. We have lowered the cost of real-time and batch transcription from $0.024 per minute to $0.016 per minute. Additionally, we know that pricing can be a concern for those that have very large transcription workloads. For that reason, we are also introducing standard volume tiers, allowing costs as low as $0.004 per minute. As always, additional discounts are available to those with even larger workloads.

Staying true to our commitment on flexibility and choice in pricing, we noticed that even though the majority of our customers are interested in our models for real-time transcription scenarios, many are also interested in non-real time transcriptions for data at rest. With our new API v2 infrastructure, we can take greater advantage of capacity that goes unused at certain times. With our new Dynamic Batch pricing, we are passing this savings on to customers that are less latency sensitive. Aimed at users who can wait up to 24 hours for transcription results, Dynamic Batch is a new discounted pricing tier that offers 75% lower price per minute for transcription audio relative to our Standard tier.

For more information on Dynamic Batch and all our new STT v2 API pricing, check out our pricing page.

Learn more and start you Speech-to-Text journey

For more information to help get you started on your migration journey from V1 to V2, head over to the detailed documentation and try our walkthroughs to make the most of regionalization and recognizers.

If you are curious to learn more about how to use Chirp, you can get  started by following our tutorial. You can also read more about how we built it in our research blog post.

We are very excited to bring all these improvements to our developer ecosystem and provide you with the tools to leverage the power of voice for your businesses, programs, and applications.

We meet daily with contact center owners and customer experience (CX) execs across all industries, geographies, and business sizes. Looking back at these conversations, it’s crystal clear that 2022 was a high-stakes year for call centers, with three primary challenges trending across all customers and continuing in 2023:

• Many organizations feel pressure to rapidly scale up their call center operations in response to macroeconomic changes. Uncertain conditions are forcing Contact Centers to be ever more cost-effective, and to find ways to generate revenue for the business.
• End users are increasingly demanding and less forgiving when it comes to CX. Users have a choice, and they expect brands to meet them where they are with superior experiences. Connecting with customers where they engage is one of the key components of superior CX—customers should not have to go through elaborate processes or unhelpful phone trees to get help but should rather have service available quickly and easily in their preferred channels. Consumers demand more intimate ways of connecting with brands and Conversational AI can create that critical interaction medium. 
• Organizations understand that AI can help address these challenges. However, many business leaders remain unsure how to successfully make the journey. A growing number of offerings are on the market, but many don’t deliver on their promise, with long and expensive integration requirements and unpredictable and underwhelming outcomes.

Helping our customers successfully address these challenges and opportunities was one of our top priorities last year and will continue to be a significant focus in coming months. In this blog post, we’ll review our Contact Center AI (CCAI) news from last year, as a primer for 2023. 

Looking back: Why 2022 was a big year for Contact Center AI

In 2022, we increased our strategic investment in CCAI, including expanding it to include a comprehensive, end-to-end contact center solution suite that is user-first, AI-first, and cloud-first. We launched Contact Center AI Platform, our Contact Center as a Service (CCaaS) offering, as part of the CCAI product suite that offers a modern, turnkey solution, designed with user-first, AI-first, and cloud-first design. During Google Cloud Next ‘22, we shared lots of great content on how organizations can use CCAI to improve customer experiences, including these breakout sessions:

• Delight customers in every interaction with Contact Center AI
• Power new voice enabled interfaces with applications with Google Cloud’s speech solutions

We also got a chance to hear how customers are using CCAI to better reach their own customers, including Wells Fargo and TIAA. We partnered with CDW to discuss Providing Better Customer Experiences and with Quantiphi in a webinar called “Elevating the Banking Experience with CCAI Platform.” Just recently, our customer Segra shared their success story.

Through these customer interactions, three key priorities have surfaced as we look forward to 2023: Elevate the customer experience, bring new forms of AI to drive new automation and accelerate time to value.

Looking forward: Elevate CX, integrate new forms of AI, accelerate time to value 

1. User-first: Meet them where they are with elevated Customer Experience.

As we have learned, users expect that brands meet them where they are and on their own terms and expectations. To do that, brands must integrate with and adopt the latest user-centric technologies and product best practices from consumer mobile and web apps. Enterprise B2C can’t exist anymore in a parallel world of different and often inferior user experience. Google has over 20 years of experience in building such consumer experiences, with multiple products successfully serving billions of users. Bringing these capabilities and experiences from our consumer products and research teams to our cloud offerings was a key component for our product offerings in 2022 and is a big part of our key investments in 2023. Moreover, a vast majority of CX user journeys start with a query on Google Search or YouTube. Connecting with the users at that point, even before they reach out directly to the contact center is a win-win, saving money for the brand and delivering immediate value to the user. By focusing on the user we created a superior  integrated omnichannel experience.

2. AI-first and cloud-first: Quality contact center growth depends on transforming to modern, Cloud, AI solutions.

For contact centers to evolve, they need to transform from cost centers to revenue generators. That requires modern Cloud and AI solutions. Conversational data spans across all parts of the contact center, opening new ways to generate value. Cloud capabilities of privacy, security and scale can enable personalized CX across channels, enabling key omnichannel experiences. From a study by McKinsey: “Cross-channel integration and migration issues continue to hamper progress. For example, 77 percent of survey respondents report that their organizations have built digital platforms, but only 10 percent report that those platforms are fully scaled and adopted by customers. Only 12 percent of digital platforms are highly integrated, and, for most organizations, only 20 percent of digital contacts are unassisted.” Traditional telephony technologies are becoming commoditized and struggle to keep up with ever more complex rule based systems. Leaders in applicative AI and Cloud technology are stepping up as the new partners for brands who understand they need to take the leap to the next generation CX solutions. .  

3. Accelerating time to value while future proofing investments with predictable and measurable value

Reducing upfront implementation investment and accelerating time to value can be a challenge for contact center solutions. Scaling Cloud and AI can provide a faster path advanced conversational AI, can help address these challenges. Let’s look at three examples:

• Out of the Box(OOTB) integrated transcription, chat and voice summarization, and topic modeling — This saves customers money by reducing agent handling time for every chat and call, as well as providing valuable insights that can be used for quality management, contact center optimization and automation, agent and user churn prediction, business insights, and revenue opportunities.
• AI based chat and voice calls steering  paired with info-seeking virtual agents — Together these deliver higher Customer Satisfaction at scale while reducing cost –  by significantly reducing waiting queues and being routed to the wrong agent, as well as automating away total handling time.
• Reduced time to full automation — Reduce the complexity of conversation modeling, prebuilt components and APIs for shorter time to value and more predictable outcomes, and metrics driven ML-Dev & QA tools and playbooks.

With these new capabilities, our customers can now see results as soon as they implement CCAI. We’re excited to get our customers to where they want to be faster!

And there you have it: a quick overview of CCAI and its progress in 2022 and what’s coming in 2023. For more details, check out the documentation or our CCAI solutions page.