Required permissions:
Continuous Stream Transcription provides transcription of conversation audio. It sends the transcription as a continuous stream throughout the interaction.
Add a Continuous Stream Transcription Profile
A transcription profile defines the transcription options you want to use, including the language to transcribe.
- In CXone Mpower, click the app selector
and select Other > Automation & AI > Transcription Hub > Continuous Stream. - Click Add Transcription Profile.
- Enter a Transcription Profile Name. To differentiate this profile from your other profiles, use a name that highlights what makes this profile different. For example, you could name the profile for its intended use, the provider, or the language of the profile. If you use more than one transcription provider, make sure the profile name includes the provider.
- Under Select Provider, click the transcription provider to use. You can choose from
- Click Next.
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On the Configuration page, complete the fields to define the transcription options for this profile.
Learn more about configurations for CXone Mpower Transcription
Field Details Language Code Select the language that you want this profile to transcribe. Currently the only available language is English. Interim Results Click to enable this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. Learn more about configurations for CXone Mpower Transcription for Copilot
Field Details API Key Enter the API key for Transcription for Copilot. Your Account Representative provides this key for you.
Language Code Select the language that you want this profile to transcribe. Model Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources. The available models depend on the Language Code you selected.
You can learn more about the available models
.Smart Format Enable this option to have transcripts automatically formatted for improved readability. This option applies formatting to the transcripts. This includes formatting such as punctuation, paragraph breaks, and using numerals in place of the text versions of the number, for example using 2 instead of two.
Punctuate This automatically enables when you enable Smart Format. It cannot be disabled. Interim Results Select this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. Find and Replace Use this section to define words or phrases that you want replaced with different text in the final transcripts. For example, you could replace examples of foul language with a different word, such as bleep.
To add a find and replace configuration:
- Click Add Find and Replace.
- In the Name field, enter the word as it appears in the transcript.
- In the Value field, enter the text you want to replace the word specified in Name.
Keywords Use keywords to boost or suppress certain words or phrases:
- Boosting assigns more weight to the word or phrase. The transcription service is more likely to choose that word or phrase when the audio match is close.
- Suppressing assigns less weight to the word or phrase. The transcription service is less likely to choose the word or phrase.
Note: Suppressing keywords is only available for base Models.
To add keyword boosting or suppression:
- Click Add Keywords.
- In the Name field, enter a word or phrase.
- In the Value field, enter a positive integer from 1 to 10 to boost the specified word or phrase, or a negative integer from -1 to -10 to suppress it.
Learn more about configurations for Google Transcription
Field Details Transcription Type Choose the Google Transcription account to use with this profile:
- Select CXone to use the account owned by CXone Mpower.
- Select Your Account to use your organization's account.
JSON Service Account
The service account key for the Google Transcription account you're using:
- If you're using the CXone Mpower account, use the key provided for you by your Account Representative.
- If you're using your own account, use the key file you created and downloaded from your Google Cloud Console.
Copy and paste the entire contents of the key file into this field, including the curly braces surrounding the key.
The service account key is a JSON object similar to the following example:
{
"type": "service_account",
"project_id": "ic-demo2-aai-gcp",
"private_key_id": "sdv80sdf08ssd9sdf0sdf8sdfsdf90sdf8",
"private_key": "-----BEGIN PRIVATE KEY-----
nMIIEvgIBADANBgkqhkiG9w0BAQEFAASCBKgwggSkAgEAAoIBAQCzgrS8vp
<private key has been truncated for this example>
----END PRIVATE KEY-----\n",
"client_email": "your@client_email-gcp.iam.gserviceaccount.com",
"client_id": "123456789",
"auth_uri": "https://accounts.google.com/o/oauth2/auth",
"token_uri": "https://oauth2.googleapis.com/token",
"auth_provider_x509_cert_url": "https://www.googleapis.com/oauth2/v1/certs",
"client_x509_cert_url": "https://www.googleapis.com/robot/v1/metadata/x509/dialogflow-dthjop%40ic-demo2-aai-gcp.iam.gserviceaccount.com"
}Language Code Select the language that you want this profile to transcribe. Model Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources. Not all languages support every model. Refer to the Google documentation for information about language support.
Available options are:
- Command and Search: Use when transcribing shorter audio clips, such as commands or voice search. Consider using Latest Short instead.
- Default: Use when the audio doesn't fit the other models. It can transcribe any type of audio, but results may be lower quality for some types.
- Latest Long: Use with long-form content such as spontaneous speech or conversations.
- Latest Short: Use when the utterances are a few seconds long, such as commands. Consider using this model instead of Command and Search.
- Phone Call: Use for transcribing the audio from a phone call.
- Telephony: Use for higher quality audio in a phone call.
- Telephony Short: Use for short conversations (less than ten seconds long) in a phone call.
Sentiment Required Click this option if you're using sentiment next best actions in Salesforce Assist. When enabled, complete the following fields that appear:
- Conversation Provide ID: Enter the ID of the conversation profile from Google Contact Center AI. You must create a conversation profile while setting up Google Contact Center AI with Google. It determines the suggestions made to agents during interactions.
- Region: Enter the region where your Google Cloud Project is hosted.
Use Enhanced Select this option to use the enhanced version of your selected Model. This is only an option if you are using the Phone Call model. This can help increase the accuracy of transcription.
The default is for this option to be disabled. Enabling this option increases the cost of transcription.
Interim Results Select this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. Learn more about configurations for Microsoft Transcription
Field Details Subscription Key Paste in the subscription key for your Azure AI Speech Service. This key allows you to authentication with your Speech Service subscription.
To find your subscription key, log in to the Azure portal and search for your speech service resource. The subscription key is located on the Keys and Endpoint tab.
This field is required.
Service Region Enter the region of the Azure data center that hosts your speech service resource. For example, westus2. The region ensures your transcription requests are routed to the correct location. It's also used for authentication along with the subscription key.
You can find the region in the Azure portal.
This field is required.
Endpoint ID Complete this field if you're using a custom speech model created using Azure Speech Studio. Paste the endpoint of your custom model in this field. Your custom model must be deployed in Azure Speech Studio before you add it to a transcription profile in CXone Mpower.
If this field is left blank, Microsoft Transcription uses the default baseline speech recognition model.
Language Code Select the language that this transcription profile will transcribe from the drop-down list.
This field is required.
Interim Results Enable this option to have the transcript show temporary results that are refined over time. The default is for this option to be disabled. Enable Automatic Punctuation Enable this option to have Microsoft Transcription automatically insert punctuation marks such as periods, commas, and question marks into the transcription. This helps improve readability and clarity. The default is for this option to be disabled. - Click Add.