Transcrição turno a turno provides real-time, self-service speech-to-text
Também chamado de STT, esse processo converte a linguagem falada em 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 Um aplicativo de software que interage com os clientes no lugar de um agente humano ao vivo..
Transcrição turno a turno 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, Transcrição turno a turno can use speech from sources such as voicemails or IVRs Menu de telefone automatizado que permite que os chamadores interajam por meio de comandos de voz, entradas de teclas ou ambos para obter informações, encaminhar uma chamada de voz de entrada ou ambos.. You can use these transcriptions for things such as updating contact records or confirming the contact's responses to an IVR.
CXoneTranscrição turno a turno 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 Transcrição turno a turno
You can use Transcrição turno a turno any time you need the transcription of a conversation sent utterance by utterance.
You can use Transcrição turno a turno to enable a text-only virtual agent to handle voice interactions. This allows you to use a text virtual agent to handle voice interactions. Transcrição turno a turno 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 Hub de Agente Virtual, Transcrição turno a turno is built into the integration process. The only thing you need to do to use Transcrição turno a turno is complete the integration process for your virtual agent.
Hint Phrases
Por exemplo, se souber que um script atende interações nas quais os contatos fazem perguntas relacionadas a contas, você pode adicionar termos como email address, mailing address, credit card, cancel my account e phone number.
When you use Transcrição turno a turno 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 Transcrição turno a turno 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.