Manage Continuous Stream Transcription Profiles

Permisos necesarios: Automatización e IA > Iniciar la Automatización e IA Vista Scripts de Studio, Crear/Editar

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. En CXone, haga clic en el selector de aplicaciones y seleccioneOther > 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 Transcription or Transcripción de CXone.
  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 Transcription 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 Transcription account you're using:

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

    Seleccione el modelo de aprendizaje automático que desea que utilice el servicio de transcripción al transcribir el audio. Estos modelos han sido entrenados para reconocer el habla de fuentes y tipos de audio específicos. No todos los idiomas admiten todos los modelos. Consulte la documentación de Google para obtener información sobre la compatibilidad de idiomas.

    Las opciones disponibles son:

    • Comando y Búsqueda: se usa al transcribir clips de audio más cortos, como comandos o búsqueda por voz. Considere usar Último corto en cambio.
    • Predeterminado: se usa cuando el audio no se ajusta a los demás modelos. Puede transcribir cualquier tipo de audio, pero los resultados pueden ser de menor calidad para algunos tipos.
    • Último largo: se usa con contenido de formato largo, como conversaciones o discursos espontáneos.
    • Último corto se utiliza cuando las expresiones duran unos segundos, como los comandos. Considere usar este modelo en lugar de Comando y Búsqueda.
    • Llamada telefónica: se usa para transcribir el audio de una llamada telefónica.
    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 Transcripción de CXone 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.