Transcription détaillée

Transcription détaillée provides real-time, self-service speech-to-textFermé Également appelé STT, ce processus convertit la langue parlée en texte. 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 agentsFermé Une application logicielle qui gère les interactions avec les clients à la place d'un agent humain en direct..

Transcription détaillée 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, Transcription détaillée can use speech from sources such as voicemails or IVRsFermé Menu téléphonique automatisé qui permet aux appelants d'interagir via des commandes vocales, des entrées de touches, ou les deux, pour obtenir des informations, acheminer un appel vocal entrant, ou les deux.. You can use these transcriptions for things such as updating contact records or confirming the contact's responses to an IVR.

CXoneTranscription détaillée uses Google Transcription Service. It supports transcription in multiple languages.

The Transcription Profiles page, where you can add a new profile or manage your existing profiles.

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 Transcription détaillée

You can use Transcription détaillée any time you need the transcription of a conversation sent utterance by utterance.

You can use Transcription détaillée to enable a text-only virtual agent to handle voice interactions. This allows you to use a text virtual agent to handle voice interactions. Transcription détaillée 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 Centre d'agents virtuels, Transcription détaillée is built into the integration process. The only thing you need to do to use Transcription détaillée is complete the integration process for your virtual agent.

Hint Phrases

Lorsque vous utilisez l’action Cloud Transcribe, vous pouvez spécifier des phrases d’indication. Il s’agit de m ots ou phrases qui aident le service de transcription pour accroître la précision de la transcription. Au cours du processus de transcription, s'il existe une incertitude sur un mot ou une phrase en particulier, des phrases de conseil peuvent aider le service à déterminer les mots corrects.

Par exemple, si vous savez qu'un script gère les interactions où les contacts posent des questions liées au compte, vous pouvez ajouter des termes tels que email address, mailing address, credit card, cancel my account ou phone number.

When you use Transcription détaillée 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:

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.