Continuous Stream Transcription

Continuous Stream Transcription provides real-time, self-service speech-to-textClosed Also called STT, this process converts spoken language to text. transcription. It's for use when you need audio transcription sent in a continuous stream throughout a conversation. It's ideal for use with agent assist applications.

Continuous Stream Transcription transcribes a conversation as it happens, sending the transcription in real time to the destination application. It appears in the destination application with only a minimal delay through the conversation. This allows the transcription to be available for use almost instantly. For example, if the transcription is displayed in the agent application, agents can use it to confirm details with the contact, such as an address or account number.

CXone supports another type of transcription. Turn-by-Turn Transcription provides real-time transcription that's sent in segments based on turns in the conversation.

Provider Options for Continuous Stream Transcription

There are three options for continuous transcription providers:

  • CXone Transcription: Currently, this option supports:
    • North American English
    • International English
  • Deepgram Transcription: Available languages differ by modelAn icon of a square with an arrow pointing from the center out to the upper right corner..
  • Google Transcription: Available in all languages that Google Transcription Service A square with an arrow point outward from the center to the upper right. supports.
  • Microsoft Transcription: To use this option, you must have an Azure subscription with speech service enabled. You must also have access to the Azure portal. Microsoft Transcription is available in all languages that Azure speech service supports An icon of a square with an arrow pointing from the center out to the upper right corner..

Use Continuous Stream Transcription

Using Continuous Stream Transcription requires two steps: 

  1. Create a transcription profile in Transcription Hub for Continuous Stream Transcription. The profile specifies the transcription service to use and the language to transcribe. To transcribe multiple languages, you must create a profile for each one. For some transcription providers, you can configure other options to customize the transcription results.
  2. Set up an integration with an agent assist provider that uses Continuous Stream Transcription. During the configuration process in Agent Assist Hub, you're prompted to select a transcription profile. Select the appropriate profile.