{"id":"AIBD-0996","title":"The FCC certifies Hamilton Relay's fully automatic captions after its test lab measured fewer word errors than in human-assisted captions","summary":"In the FCC's National Test Lab, Hamilton's automatic captions had average error rates of 0.9 to 7.7 across five scenarios, against 10.7 to 23.3 for human-assisted providers.","date_observed":"2022-04-20","date_basis":"source publication","date_precision":"day","benefit_status":"reported","source_collection":null,"source_entry":null,"account":"Hamilton Relay captioned phone calls for people with hearing loss through communications assistants aided by voice recognition. On 9 July 2021, it asked the FCC for approval to caption calls with automatic speech recognition alone. Hamilton told the FCC that its platform draws on several vendors, which can cover for one another. The FCC's National Test Lab, run by MITRE, tested the platform in repeated calls on five scenarios. The platform's average word error rates ranged from 0.9 to 7.7, against 10.7 to 23.3 for human-assisted providers and 4.5 to 17.1 for other automatic platforms. Its captions arrived in 1.0 to 1.6 seconds on average, against 4.0 to 4.8 seconds for assisted providers. On 20 April 2022, the FCC's Consumer and Governmental Affairs Bureau granted conditional certification for two years. On 17 December 2024, it granted five-year full certification for captions by assistants and by speech recognition. It based the grant on Hamilton's annual reports and its actual provision of the service. The FCC names no vendor and does not show that the recognizers learn from data.","category":"aggregate result","unexpected":false,"purpose":"Hamilton Relay built its ASR-only captioning mode to give people with hearing loss captions of their phone calls without a communications assistant.","system":"Hamilton's ASR-only (fully automatic) Internet Protocol Captioned Telephone Service (IP CTS)","model_version":null,"developer":"Hamilton Relay, Inc., on speech recognition from several unnamed vendors","deployer":"Hamilton Relay, Inc.","location":"United States","domain":"Telecommunications relay services / accessibility for people with hearing loss","segment":null,"benefit_type":"Improved Task Accuracy","work_activities":["4.A.3.b.6"],"taxonomy_note":"The captions serve people with hearing loss, but the FCC documents accuracy and delay only on test calls.","registry_ids":{},"ratings":[{"group":"personal","depth":null,"reason":"The FCC measured accuracy and delay on test calls and later found that the service met its minimum standards, but it reports no outcome for users."}],"ai_role":{"status":"assessed","statement":"The National Test Lab measured Hamilton's automatic captions against those of human-assisted providers on the same call scenarios, which isolates the platform's output. 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Adopted and released 20 April 2022.","title":"Memorandum Opinion and Order, DA 22-442 (Hamilton Relay, Inc.)","url":"https://docs.fcc.gov/public/attachments/DA-22-442A1.pdf","date":"2022-04-20","written_by":"independent","quote":"Hamilton’s ASR-only scores are also generally better than those of other ASR-only platforms, which averaged from 4.5 to 17.1 over the same set of call scenarios."},{"kind":"regulatory document","citation":"Federal Communications Commission, Consumer and Governmental Affairs Bureau. Order, DA 24-1265, CG Docket No. 03-123 (full certification of Hamilton Relay, Inc. to provide IP CTS). Adopted and released 17 December 2024.","title":"Order, DA 24-1265 (Hamilton Internet-Based TRS Certification Application)","url":"https://docs.fcc.gov/public/attachments/DA-24-1265A1.pdf","date":"2024-12-17","written_by":"independent","quote":"Based on our review and investigation of the amended application, Hamilton’s annual reports, and other relevant information regarding Hamilton’s actual provision of IP CTS, we find that Hamilton will provide IP CTS in compliance with the applicable mandatory minimum TRS standards."},{"kind":"other","citation":"Hamilton Relay. Hamilton CapTel home page (hamiltoncaptel.com), service notice. Accessed 1 November 2026.","title":"Hamilton CapTel","url":"https://www.hamiltoncaptel.com/","date":null,"written_by":"makers","quote":"Automatic speech recognition software generates captions of what the other party to the call says, and, in certain circumstances, a live communications assistant may be included on the call to make needed corrections and/or add call details.","supports_benefit":false}],"replication":{"produced_by":["Hamilton's platform drew on several speech recognition vendors, so that others could carry the traffic if one failed.","Hamilton used the automatic mode as it judged right for users' needs, and users could state a preference.","Users could switch from automatic to assisted captions during a call."],"must_hold":["Neither Hamilton nor its vendors may keep the audio or captions once a call ends.","Calls to 911 go mainly to communications assistants, and an assistant joins an automatically answered emergency call as soon as one is free.","The service must meet the FCC's minimum standards in actual operation."],"echoes":[]},"paired_incident":null,"headline":"*Hamilton*'s automatic captions top assisted ones in FCC lab tests","metric":"average error rates of 0.9 to 7.7","comparator":{"against":"Average word error rates of CA-assisted providers on the same five call scenarios","before":"10.7 to 23.3","after":"0.9 to 7.7","basis":"measured","quote":"In repeated tests of five call scenarios, Hamilton’s ASR-only platform achieved average Word Error Rates ranging from 0.9 to 7.7, while CA-assisted providers’ average Word Error Rates ranged from 10.7 to 23.3, depending on the scenario.","url":"https://docs.fcc.gov/public/attachments/DA-22-442A1.pdf"},"later":{"status":"persisted","date":"2024-12-17","note":"The FCC granted Hamilton five-year full certification for captions by assistants and by speech recognition, after reviewing its annual reports and its actual provision of the service.","quote":"This grant of full certification authorizes Hamilton to provide IP CTS using Communications Assistants (CAs) and Automatic Speech Recognition (ASR) for a five-year period, through December 17, 2029.","url":"https://docs.fcc.gov/public/attachments/DA-24-1265A1.pdf"},"value":null,"developer_country":"United States","deployer_country":"United States","unrated_because":"The FCC reports test-call results and a finding of compliance in operation, but no outcome for callers.","brief_notes":null,"brief":null,"revisions":[{"date":"2026-11-01","change":"Added the record from the finding of the FCC.","source":"https://docs.fcc.gov/public/attachments/DA-22-442A1.pdf","editor":"AIBD"}],"confidence":"found","shade":"high","claim_status":"Found by a regulator","claim_basis":"Sources: two independent regulatory documents and the makers' other source. 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On 9 July 2021, it asked the FCC for approval to caption calls with automatic speech recognition alone. Hamilton told the FCC that its platform draws on several vendors, which can cover for one another. The FCC's National Test Lab, run by MITRE, tested the platform in repeated calls on five scenarios. The platform's average word error rates ranged from 0.9 to 7.7, against 10.7 to 23.3 for human-assisted providers and 4.5 to 17.1 for other automatic platforms. Its captions arrived in 1.0 to 1.6 seconds on average, against 4.0 to 4.8 seconds for assisted providers. On 20 April 2022, the FCC's Consumer and Governmental Affairs Bureau granted conditional certification for two years. On 17 December 2024, it granted five-year full certification for captions by assistants and by speech recognition. It based the grant on Hamilton's annual reports and its actual provision of the service. 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