Transcripción paso a paso provides real-time, self-service speech-to-text
También llamado STT, este proceso convierte el lenguaje hablado en texto. transcription. It's for use when you need audio transcription from a conversation to be broken into segments based on each party's turns in the conversation. It's ideal for use with virtual agents Una aplicación de software que maneja las interacciones del cliente en lugar de un agente humano en vivo..
Transcripción paso a paso transcribes a conversation one utterance at a time and sends it in real time to the destination application. This allows applications such as virtual agents to analyze each utterance separately and as a whole and respond appropriately.
In addition to speech from virtual agent conversations, Transcripción paso a paso can use speech from sources such as voicemails or IVRs Menú telefónico automatizado que permite a las personas que llaman interactuar a través de comandos de voz, entradas de teclas o ambos, para obtener información, enrutar una llamada de voz entrante o ambos.. You can use these transcriptions for things such as updating contact records or confirming the contact's responses to an IVR.
CXoneTranscripción paso a paso uses Google Transcription Service. It supports transcription in multiple languages.
CXone supports another type of transcription. Continuous Stream Transcription provides a continuous stream of transcription. It doesn't break the conversation into segments.
Uses of Transcripción paso a paso
You can use Transcripción paso a paso any time you need the transcription of a conversation sent utterance by utterance.
You can use Transcripción paso a paso to enable a text-only virtual agent to handle voice interactions. This allows you to use a text virtual agent to handle voice interactions. Transcripción paso a paso captures and transcribes the contact's voice audio, then passes it to the text virtual agent. This option requires custom scripting.
For voice virtual agents that are natively supported in Centro de Agente Virtual, Transcripción paso a paso is built into the integration process. The only thing you need to do to use Transcripción paso a paso is complete the integration process for your virtual agent.
Hint Phrases
Por ejemplo, si sabe que un script maneja interacciones en las que los contactos hacen preguntas relacionadas con la cuenta, puede agregar términos como email address, mailing address, credit card, cancel my account y phone number.
When you use Transcripción paso a paso with virtual agents, you must supply hint phrases in custom payload. The Cloud Transcribe action isn't included virtual agent scripts, so the hintPhrases property isn't used.
Supported Languages
Each transcription provider offers a different set of languages. Because the selection of languages can change at any time, to see the most up to date list of supported languages, you can:
- Check the online help for Google Transcription Service
. - Look at the Transcripción paso a paso page in Transcription Hub in the CXone Plataforma.
Some languages in Google Transcription Service support the Google enhanced model for speech recognition. A Use Enhanced option appears under the Language drop-down list in the transcription profile when the selected language supports this option.