Using the AI Transcriber

This article discuses how to use the AI Transcriber to view and navigate call transcripts.

• For more information on upgrading your version of the transcriber, see the article Upgrading the AI Transcriber.
• For more information on activating the transcriber for your projects and choosing the default language, see the article Activating AI Transcriber for your projects

Mono vs Stereo

The free version of the transcriber treats all recordings as mono, and transcribes them as such. If you are using the subscription version of the transcriber, stereo transcription is available, although your call recording must also be in stereo for this to work.

If you have stereo recording and transcription, the agent's voice will be recorded on one channel, and the customer on the other. In the transcript, one channel is marked with blue, and the other with green.

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 or Omni interfaces can be transcribed. Agents making calls in the Legacy Outbound or Talk 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, depending on your subscription level. By the end of March 2025, Admins using the paid version of AI Transcriber can expect a 2-minute turnaround for calls lasting up to 10 minutes, with proportionally longer processing times for longer calls.

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:

1. Go to the Overview page.
2. Go to the Calls subpage..
3. If necessary change the filters and date range to find the call you are interested in.
4. 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:

1. 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:

1. Click the Minimise transcript button.

To close the playback:

1. Click the X to the right of the playback controls.

How transcripts are stored

The transcripts created by AI Transcriber are stored in the client database.

For those wanting more technical information:

• If you have database access, they can be found in the table call_logs_meta by searching for leadapp="SpeechAnalysis" and name="sttJson."
• The transcripts can also be accessed using the Original API (see the developer's site) using a query in the form:
  https://api.leaddesk.com/?auth=<api-key>&mod=meta&cmd=get&type=call_log&id=<call-id>