With this AI-powered feature, voice messages from phone and app intakes can be automatically transcribed, allowing voice messages to be available to you right away.
Also your replies to phone messages can be voiced by AI and recorded on the phone system to be heard by reporters when calling back.
To enable speech-to-text transcription, you need to update 2 settings:
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Go to System, Configurations and switch this feature on, under AI support at the bottom of the page:
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Make sure that reporting by voice message is also enabled for the applicable channels. To check and/or update this, go to Access management, Channels, select the channel and switch on the toggle to enable voice messages under Messaging Options:
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AI speech-to-text transcription is possible for channels with translation settings including machine translation; the settings “Human only” and “No translation” do not support AI transcription.
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AI transcription is available with possible additional costs. Contact your Customer Success Manager for more details if you don’t have this feature.