Overview

You can use Sinch Contact Pro's live transcription and AI analysis to help Communication Panel agents handle incoming queue calls.

Using a live transcription of the call, AI can carry out an analysis on the call and show the results in Communication Panel's AI extension during the call. You can configure if the agents see both the transcription and analysis.

Supported languages for transcription and analysis are English, Spanish, French, German, Italian, and Portuguese.

If you transfer the call, start a conference, or join a consulted agent to the call, the transcription ends.

During the call:

1. When the agent accepts an incoming queue call on a queue using live transcription, transcription starts automatically.

2. The agent opens the AI extension in the extension area, which shows two collapsible sections:

   • Live transcription: chat-style bubbles with timestamps, color-coded for different speakers

   • AI analysis: a rolling analysis that, by default, includes the following 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

     If custom instructions have been given to the AI, the analysis also follows the prompt given.

3. If the agent puts the call on hold, the transcription is paused. Once they resume, transcription continues from where it stopped.

4. When the call ends, the transcript remains visible during wrap-up.

After the call, the agent can access the transcription through the History view. The transcript can be found in the section called Queue transcript.