CXone Mpower Transcription and CXone Mpower Transcription for Copilot are two native options for Continuous Stream Transcription. These services convert spoken words into text.
Transcription is used with many CXone Mpower applications, such as AutoSummary and CXone Mpower Agent applications. Transcription for Copilot is only supported with Copilot for Agents. Additionally, vocabulary customizations are only supported with Transcription.
Setup for Transcription or Transcription for Copilot is the same as for other Continuous Stream Transcription service providers. They require custom scripting using the CONTINUOUS TRANSCRIPTION Studio action.
CXone Mpower Transcription
The current version of Transcription is v11. It uses an AI-driven Large Language Model (LLM) when processing spoken audio. This allows it to produce higher-quality output than previous versions of Transcription.
Transcription produces nondeterministic results. This means there will be differences in the output when the Transcription engine processes the same audio multiple times. This is expected behavior for this type of LLM model.
The Transcription engine removes words and sounds uttered while speaking that don't contribute to meaning. This includes "um," "uh," repeated words, and so on. These unproductive words and sounds make transcripts difficult to read. Removing them improves user experience by making transcripts more readable.
Transcription provides confidence scores at the utterance
What a contact says or types. level. The confidence score indicates how certain Transcription is in its overall transcription of what the contact or agent said. Confidence scores are available in the transcription data, but are only visible to users if the applications that use the transcripts can display the scores.
Contacts may speak more than one language in a single interaction or even the same sentence. Transcription supports this code switching as long as it supports both languages. The utterances are transcribed using Latin characters and, if enabled, Japanese characters.
Custom Vocabulary Tuning for CXone Mpower Transcription
Transcription uses an ASR Automatic Speech Recognition. Allows contacts to respond to prompts by speaking, pressing phone keys, or both. model that has been trained on contact center conversations. The conversations used to train the model span a wide range of industries. However, every organization uses words that are unique, or that are used in unique contexts. This can affect the accuracy of transcription results.
You can tune the model that Transcription uses. This allows you to tune the model so it recognizes terminology that's unique to your organization or that has a unique context in your line of business.
Custom vocabulary tuning is configured in Interaction Analytics, but it does not require a license for that application. You only need to have a license for custom vocabulary tuning.
Custom vocabulary tuning is available for all languages that Transcription supports.
Supported Languages for CXone Mpower Transcription
Transcription supports:
- Brazilian Portuguese
- English
- Dutch
- French
- German
- Italian
- Japanese
- Latin American Spanish
- Welsh
Supported Languages for Transcription for Copilot
Transcription for Copilot supports several languages and models 
. Language availability varies by the model you use.