Turn-by-Turn Transcription

Turn-by-Turn Transcription provides real-time, self-service speech-to-text閉じた このプロセスはSTTとも呼ばれ、話し言葉をテキストに変換します。 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閉じた ライブの人間のエージェントの代わりに顧客とのやり取りを処理するソフトウェアアプリケーション。.

Turn-by-Turn Transcription 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, Turn-by-Turn Transcription can use speech from sources such as voicemails or IVRs閉じた 音声コマンド、キー入力、またはその両方を使用して発信者が情報を取得したり、着信音声通話をルーティングしたり、またはその両方を行うことができる自動電話メニュー。. You can use these transcriptions for things such as updating contact records or confirming the contact's responses to an IVR.

CXoneTurn-by-Turn Transcription 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 Turn-by-Turn Transcription

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

You can use Turn-by-Turn Transcription to enable a text-only virtual agent to handle voice interactions. This allows you to use a text virtual agent to handle voice interactions. Turn-by-Turn Transcription 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 Virtual Agent Hub, Turn-by-Turn Transcription is built into the integration process. The only thing you need to do to use Turn-by-Turn Transcription is complete the integration process for your virtual agent.

Hint Phrases

Cloud Transcribeアクションを使用する際、ヒントフレーズを指定できます。これは、サービスがトランスクリプションの精度を高めるのに役立つ単語やフレーズです。音声文字変換プロセス中に、特定の単語またはフレーズについて不確実性がある場合、ヒントフレーズは、サービスが正しい単語を判別するのに役立ちます。

たとえば、あるスクリプトで、コンタクトがアカウント関連の質問をするインタラクションを処理することがわかっている場合、email address、mailing address、credit card、cancel my account、phone numberといった用語を追加できます。

When you use Turn-by-Turn Transcription 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

Google Trancription Service supports the following languages:

  • English (US)
  • フランス語
  • ドイツ語
  • Hindi
  • Italian
  • Portuguese (Brazil)
  • Portuguese (Portugal)
  • Russian
  • スペイン語 (Mexican)
  • スペイン語 (Spain)
  • Thai

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.