逐轮转录 provides real-time, self-service speech-to-text
这个过程也被称为 STT，它将口语转换为文本。 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 代替现场人工坐席处理客户交互的软件应用程序。.
逐轮转录 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, 逐轮转录 can use speech from sources such as voicemails or IVRs 自动电话菜单，允许呼叫者通过语音命令、按键输入或两者进行交互，以获得信息、路由呼入的语音呼叫或两者。. You can use these transcriptions for things such as updating contact records or confirming the contact's responses to an IVR.
CXone逐轮转录 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 逐轮转录
You can use 逐轮转录 any time you need the transcription of a conversation sent utterance by utterance.
You can use 逐轮转录 to enable a text-only virtual agent to handle voice interactions. This allows you to use a text virtual agent to handle voice interactions. 逐轮转录 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 虚拟坐席中心, 逐轮转录 is built into the integration process. The only thing you need to do to use 逐轮转录 is complete the integration process for your virtual agent.
Hint Phrases
例如，如果您知道脚本所处理的交互涉及联系人询问与帐户相关的问题，您可以添加诸如 email address、mailing address、credit card、cancel my account 和 phone number 等术语。
When you use 逐轮转录 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 逐轮转录 page in Transcription Hub in the CXone 平台.
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.