Availability
The new AI Transcriber is available as part of a limited Beta. If you want to be part of the group trialling it, please contact your CSM. Note that because this feature is still in Beta, it is offered with no SLA.
Mono vs Stereo
At this time, the default is for the transcriber to treat all calls the same, whether the calls are recorded in stereo or mono. A few clients may find they have stereo transcription enabled. If you do, you will notice that lines of the transcript will have a blue highlight for one channel, and a green highlight for the other.
Understanding the AI Transcriber
The AI Transcriber can take your call recordings, detect the language the call was in, transcribe the conversation, and make the transcript available to admins.
Features of AI Transcriber
If you have call transcripts switched on for your environment, with AI Transcriber you can:
- View call transcripts in the Admin interface. Call recordings and their transcripts are available in the Overview page's Calls, Deals and Search subpages.
- You can either listen to the recording as normal, with the preview bar showing the transcription of the current section of the call, or expand the transcript to follow along.
- Easily navigate through a call. To listen to a particular part of the call, click on it in the transcript. Alternatively, skip through the call recording, and the transcript will move too.
What calls get transcribed?
- As noted above, the AI Transcriber uses call recordings. If a call was not recorded for any reason, it can also not be transcribed.
- AI Transcriber will not transcribe voice receipts, or calls that last less than 20 seconds.
- All other calls recorded by agents in the Outbound interface will be transcribed. Agents making calls in the Legacy Outbound, Talk and Omni interfaces are not supported.
Timing
Recordings, and their transcripts, can take time to become available.
- Call recordings will be available several minutes after the call ends.
- Transcripts will be available some time after the call recording is available.
Viewing the transcript
These instructions assume you are listening to call recordings in the Calls page. You can also listen to calls and read the transcripts in the Deals page or in the Calls results of the Search page.
In your Admin account:
- Go to the Overview page.
- Go to the Calls subpage..
- If necessary change the filters and date range to find the call you are interested in.
- In the Call recording column, click the
icon for that call. If there is no call recording available, there is also no transcript.
The playback controls will display at the bottom of the screen, showing basic information about the call. If a transcript exists for that call, the current line of the transcript will display above the playback controls.
To expand the transcript:
- Click the Expand transcript button.
The current line of the transcript is highlighted, and will update as the call recording continues.
Navigating the transcript
To listen to a different section of the call, either:
- Click the line of the transcript you want to listen to.
- Click the timeline of the call in the playback control.
In either case, the call recording will skip to that part, and the transcript will highlight that line.
Closing the transcript
To close the transcript:
- Click the Minimise transcript button.
To close the playback:
- Click the X to the right of the playback controls.