Transcription services convert audio to text, creating written versions of spoken language. They use AI to accurately interpret audio as human language. AI helps with the accuracy of transcription when speech patterns, accents, and background noise create differences in the way the audio sounds. It also helps by applying Natural Language Understanding
This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. (NLU) to improve decision-making about which word the speaker used in cases where the audio is indistinct or when words sound alike.
In CXone Mpower, transcription is used for ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. menus and integrations with agent assist applications and virtual agents to convert the contact's speech into text for an AI engine to analyze. The resulting transcripts are used by various applications in the platform.
CXone Mpower supports two options for transcription:
- The first is Turn-by-Turn Transcription. This option provides transcription utterance What a contact says or types. by utterance during an interaction. Audio is transcribed to text, then sent to the AI-based application. Virtual agent integrations use this type of transcription. Additionally, some virtual agent providers offer transcription services you can use instead. When you use a provider's transcription service, the interaction audio is sent to the provider, then converted to text.
- The second transcription option is Continuous Stream Transcription. This option sends a continuous stream of transcription in small segments. The AI application receives the transcribed text in real time and is able to provide appropriate responses that are relevant to the current conversation. Agent assist applications use this type of transcription service.
Both options support third-party transcription services. CXone Mpower also offers a native continuous stream transcription service called CXone Mpower Transcription.
Transcription is sometimes referred to as speech-to-text (STT).
Transcription Hub
Transcription Hub provides a single location where you can manage all of your transcription services. Transcription is the process of converting spoken audio into text. It's sometimes.
Both Continuous Stream Transcription and Turn-by-Turn Transcription can be set up in CXone Mpower. For both types, there is setup required in Transcription Hub and in Studio.