Why supply audio and text?
Text can be scanned, searched and passed into a workflow. Audio helps resolve ambiguity and retains delivery, pronunciation and context. Keeping both avoids forcing the transcript to carry more certainty than it deserves.
Accuracy is a workflow question
The important question is not whether transcription is “accurate” in the abstract. It is whether the receiving process knows which fields require checking. Contact details, addresses, product codes and urgent instructions deserve verification against the recording.
Australian privacy considerations
OAIC explains that a voice recording may be personal information when the person is reasonably identifiable. Australian, state and territory laws can also affect recording. Businesses should use clear notice, collect only what is necessary and obtain advice for their circumstances rather than relying on a generic website summary.
Retention should follow purpose
The product must define how long audio and transcripts are retained, who can access them and how deletion works. OAIC guidance emphasises reasonable security and destruction or de-identification when personal information is no longer needed, where the APPs apply. Final LiveMSG controls remain to be specified.