Continuous Stream Transcription provides real-time, self-service speech-to-text
亦稱 STT，此流程會將語音轉換為文字。 transcription. It's for use when you need audio transcription sent in a continuous stream throughout a conversation. It's ideal for use with agent assist applications.
Continuous Stream Transcription transcribes a conversation as it happens, sending the transcription in real time to the destination application. It appears in the destination application with only a minimal delay through the conversation. This allows the transcription to be available for use almost instantly. For example, if the transcription is displayed in the 客服專員應用程式, agents can use it to confirm details with the contact, such as an address or account number.
CXone supports another type of transcription. 逐輪次轉錄 provides real-time transcription that's sent in segments based on turns in the conversation. After one party of the conversation finishes speaking, 逐輪次轉錄 transcribes what they said and sends it to the destination application or service.
Provider Options for Continuous Stream Transcription
There are two options for continuous transcription providers:
- CXone Transcription: Currently, this option supports English only.
- Google Transcription: Available in all languages that Google Transcription Service
supports.
Use Continuous Stream Transcription
Currently, Continuous Stream Transcription is only available for use with certain agent assist 為客服提供內容特定協助的軟體應用程式。 applications, such as SalesForce Assist.
Using Continuous Stream Transcription requires two steps:
- Create a transcription profile in Transcription Hub for Continuous Stream Transcription. The profile specifies the transcription service to use and the language to transcribe. To transcribe multiple languages, you must create a profile for each one.
- Set up an integration with an agent assist provider that uses Continuous Stream Transcription. During the configuration process in 客服專員助理中心, you're prompted to select a transcription profile.