Learn about our transcription model for Conversation Intelligence features.
User Level:
Admin
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Overview
Transcriptions are text versions of your recorded calls, automatically generated as part of the Conversation Intelligence (CI) package. They make your calls searchable, analyzable, and easier to understand.
Transcriptions for Conversation Intelligence users require no additional setup. All you need to do is make sure your call settings are configured to allow call recording, and that Conversation Intelligence settings are switched on.
Once these are enabled, every eligible call will be transcribed and made available in your Dashboard, alongside AI-generated notes, summaries, topics, and sentiment analysis.
Where to find transcripts
You can access call transcripts in Analytics from several places. In each case, follow the same path:
Open the report (Call Log, Group Report, Agent Report, or AI Analytics).
Find the call you want and click the three dots (⋮) menu.
Select Call Details.
In the Recording tab, scroll down to see the Transcript.
Transcriptions are generated automatically once Call Recording is enabled and Conversation Intelligence is switched on.
Key features
Searchable: Use the search bar in AI Analytics to find exact words or phrases in call transcripts. Matches are highlighted in real time, and you can open the call detail to review the full transcript in context.
Navigation: When you click on a moment in the call recording player, the transcript view automatically scrolls to the matching section. (Note: it only works this way, you can’t click the transcript to jump in the audio.)
Export/Download: Call transcripts can be exported together with other call details in PDF format directly from Analytics.
Languages
As the transcription model used for Conversation Intelligence differs from the Google model currently used for workflow automations, you will notice a shorter list of officially supported languages.
While we plan to expand our supported languages for Conversation Intelligence transcription, there are 5 main languages officially supported. These are:
English
French
German
Portuguese
Spanish
For non-English transcriptions, our system will translate the transcription to English on the backend for better results from the AI model. Within Analytics, you will be able to translate back and forth between English and a supported original language.
While your AI-generated call summary can also be translated back and forth between English and the supported original language, our topic extraction feature is currently only able to show topics in English.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!