Table of Contents


Overview

Call monitoring is a standard part of many businesses with the overall goal of providing a great customer service experience.

However, call recordings alone as a call monitoring tool are not a comprehensive solution because...

  • listening to a large number of calls is tedious and time-consuming

  • inconsistent understanding of important topics and concerns

  • requires manual work for referencing specific recordings

  • no aggregate reporting or tracking

Aloware Smart Transcription allows you to convert your calls to text. The tool allows you to

  • transcribe call recordings accurately

  • organize the information of the call

  • automatically categorize the call

  • tag, detect, and highlight keywords within the call

  • provide an overall impression of the call

📝 Note - Smart Transcription transcribes calls with a call duration greater than 15 seconds.


How to Enable Smart Transcription

There are two (2) ways to enable Smart Transcription in Aloware Admin.

  • From the Users menu

  • From the Account menu

Enable Smart Transcription from the Users menu

  • Navigate to the Users menu

  • Select a user to configure the settings

    • Enabling Smart Transcription from the User menu activates the feature for the user only.

  • Go to the Personalization tab

  • Toggle on the Smart Transcription to enable

Enable Smart Transcription from the Accounts menu

  • Navigate to the Accounts menu > Transcription Settings tab

  • Enable the call transcription

    • Enabling the Smart Transcription activates the feature for all users.


Setting up your Smart Transcription

  • Navigate to the Accounts Menu > Transcription Settings

    • Enabling call transcription allows users to review calls with Smart Transcription

    • Minimum Talk-Time

      • Smart Transcription transcribes calls that are longer than 15 seconds and up to 5 minutes in length. If you need to raise the limit, please contact Aloware support.

    • Custom Keywords

    • Custom Dictionary

    • Automatic Redaction

      • Smart Transcription automatically removes Personally Identifiable Information (PII), such as phone numbers and social security numbers, from the transcription text before it is stored on Aloware.

    • Sensitive Content Moderation

      • By default, Smart Transcription will provide an accurate transcription of the audio, which means that any profanity spoken in the audio will be included in the transcript.

      • Enable this option to substitute asterisks for profanity.


Review Transcribed Calls

When you end a call, Aloware automatically starts to convert your call recordings to text (>15 seconds).

To review the call transcription,

  • Go to the Contacts menu

  • Select the contact you want to check the conversation

  • Select the communication for which you want to see the smart transcription and click the "Show Transcription" button to view the conversation.

  • The preview of the call is displayed under the Smart Transcription

  • Click Show More to display the Smart Transcription analysis page


Smart Transcription Analysis Page

Smart Transcription helps in analyzing the call by identifying keywords, overall call impression, and categorizing what the call is about.

Screenshot of Smart Transcription Page

  • Sentiment - displays the tone of the conversation for the speaker

    • Positive

    • Negative

    • Neutral

  • Audio recording - you can play the recorded audio from the Smart Transcription page.

  • Categories - classifies the call according to the subjects in the discussion. the categories are automatically generated by the AI.

  • Highlights - Smart transcription reads important words for specific reasons, from the tone of utterance to grammatical importance. It is much easier to follow a conversation while reading.

  • Keywords - identifies keywords by each speaker under specific categories.

  • Overall Sentiment and Transcribed call - Smart Transcription detects the sentiment of each sentence of speech spoken in your audio files in full call transcription, color, and speaker identification. It also returns a result of Positive, Negative, or Neutral for each dialog in the transcript.

  • Talk Time - Smart Transcription defines the talk time of the call between the agent and the contact

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