Manage Continuous Stream Transcription Profiles

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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.

  1. Klicken Sie unter CXone auf die App-Auswahl und wählen SieOther > Automation & AI > Transcription Hub > Continuous Stream.
  2. Click Add Transcription Profile.
  3. 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.
  4. Under Select Provider, click the transcription provider to use. You can choose from Google Transkription or CXone-Transkription.
  5. Click Next.

  6. On the Configuration page, complete the fields to define the transcription options for this profile.

    Field Details
    Transcription Type

    Choose the Google Transkription account to use with this profile:

    • Select CXone to use the account owned by NICE CXone.
    • Select Your Account to use your organization's account.

    JSON Service Account

    The service account key for the Google Transkription account you're using:

    • If you're using the NICE CXone account, use the key provided for you by your CXone 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

    Wählen Sie das Machine-Learning-Modell, das der Transkriptionsdienst verwenden soll, um das Audio zu transkribieren. Diese Modelle wurden trainiert, damit sie Sprache in bestimmten Audiotypen und von bestimmten Audioquellen erkennen. Nicht jedes Modell wird von allen Sprachen unterstützt. Informationen zu den unterstützten Sprachen finden Sie in der Google-Dokumentation.

    Verfügbare Optionen sind:

    • Befehl und Suche: Verwenden Sie diese Option zum Transkribieren von kürzeren Audioclips, z. B. Befehle oder Sprachsuche. Stattdessen eignet sich möglicherweise auch Letzte, kurz.
    • Standard: Verwenden Sie diese Option für Audio, wenn die anderen Modelle nicht geeignet sind. Damit kann jeder Audiotyp transkribiert werden, die Qualität kann jedoch bei manchen Typen geringer ausfallen.
    • Letzte, lang: Verwenden Sie diese Option für Inhalte in langer Form, wie spontane Äußerungen oder Gespräche.
    • Letzte, kurz: Verwenden Sie diese Option für Aussagen, die wenige Sekunden lang sind, wie beispielsweise Befehle. Dieses Modell kann als Alternative für Befehl und Suche verwendet werden.
    • Telefonanruf: Verwenden Sie diese Option zum Transkribieren von Audiodaten aus einem Telefongespräch.
    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. For SalesForce Assist, do not enable this option. It requires the final utterance results.For Copilot for Agents, do not enable this option. It requires the final utterance results.
    Field Details
    Language Code Select the language that you want this profile to transcribe. Currently the only available language is English.
    Enable Automatic Punctuation

    Click to enable this option if you want CXone-Transkription to add punctuation marks such as commas and question marks to the transcription results.

    The default is for this option to be disabled.

    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.
  7. Click Add.