Configure live transcription and AI analysis

To use live transcription and AI analysis, you'll need to configure the following settings in System Configurator.

Prerequisites

Make sure that call recording is configured for the necessary queues. For more information, see the Call recording document.

To use live transcription and AI analysis, please create a service request or contact your Sinch account manager.

Configure

  1. Configure live transcription and AI analysis for either one of these:

    • voice channel at System Management > Channels > Voice Channel if you'd like to use live transcription and AI analysis for all phone queues

      Select Use live transcription and Use AI analysis.

    • phone queue at Queue Management > [phone queue] > Live transcription and AI settings if you'd like to use live transcription and AI analysis only in specific phone queue(s)

      Select On for Use live transcription and Use AI analysis.

    If you want to turn off capitalization and punctuation, which is on by default, set the value of the format_turns parameter as false in the Transcription parameters field.

    Example:

    {
  "format_turns": false
  
}
    By default, the AI analysis includes fields:

    • Suggested actions: three best suggestions for next steps in the conversation

    • Context: a concise characterization of the context of the conversation

    • Keywords: a few keywords to describe the conversation

    • Language: the language of the conversation

    • Sentiment: the customer sentiment in the conversation

    • Summary: a compact summary of the conversation

    You can customize the AI analysis to suit your needs by specifying the prompt in the Custom AI instructions field. This makes it possible, for example, to:

    • Highlight any billing issues in the summary.

    • Replace personal information with a placeholder to hide sensitive data from the summary.

    • Add a dedicated Offer field to flag upsell possibilities to offer the customer upgrades or additional services.

  2. Select if agents are allowed to see the live transcription and the AI analysis in Communication Panel on the user settings template at User and Role Management > User Settings Template > [user settings template] > Communication Panel (CP) AI settings .

  3. If you want users to be able to access the transcription in the History view after the call, make sure they have Listen to recording rights on the level (queue/agent/campaign) that does the call recording.