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 only transcribes calls with call duration greater than 30 seconds.
How to Enable Smart Transcription
Navigate to the Users menu
Select a user to configure the settings
Go to the Personalization tab
Toggle on the Smart Transcription to enable
Review Transcribed Calls
When you end a call, Aloware automatically starts to convert your call recordings to text (>30 seconds).
To review the call transcription,
Go to the Contacts menu
Select the contact you want to check the conversation
In the Communication Activity, select the communication you want to see the smart transcription and click the arrow to display more details
The preview of the call is displayed under the Smart Transcription
Click Show More to display 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 - identifies what the conversation is about overall
Highlights - Smart transcription reads highlights of the call. These are repeated nouns or ideas that are emphasized and tagged as relevant during the call.
Keywords - identifies keywords by each speaker under specific categories
Overall Sentiment and Transcribed call - provides auto-tagged sentiment in color and full call transcription with speaker identification
