Smart Transcription automatically converts spoken words during phone calls into text, helping you efficiently document and review conversations. This feature is designed to save time, enhance customer understanding, improve decision-making, and ensure consistency in your customer interactions.
Why use Smart Transcription?
Listening to entire call recordings can be tedious and time-consuming. With Smart Transcription, you can quickly gain valuable insights from calls without having to listen to them in full. This feature is particularly useful for supervisors and managers who need to assess agent performance, monitor customer interactions, and ensure quality service.
Key features of Smart Transcription
Speaker separation - distinguishes between the agent and the caller, making it easier to follow the conversation.
Sentiment detection - classifies the tone of the conversation as positive, negative, or neutral, helping you understand customer emotions.
Keyword highlighting - identifies and highlights important terms and phrases, allowing you to focus on key points.
Categorization & tagging - automatically classifies conversations based on content, helping you organize and prioritize calls.
Custom keyword frequency - tracks how often participants use selected keywords, providing insights into recurring topics.
How to enable Smart Transcription
There are two (2) ways to enable Smart Transcription in Aloware Admin.
From the Users menu - this enables Smart Transcription on a per-user level. Navigate to the Users menu, select the user you want to enable Smart Transcription for, and toggle the Smart Transcription setting.
From the Account menu - This enables Smart Transcription for all users. Go to the Account menu, find the Smart Transcription option under account settings, and enable it for your entire account.
How to review transcribed calls
Once a call ends, Aloware automatically starts converting the call recording to text if the call duration exceeds 15 seconds. You can review transcriptions in several areas within Aloware:
To review the call transcription in Aloware Admin,
To access the transcriptions, go to the Dashboard and click on the Transcription Tab.
Navigate to the Transcription History section, and select the specific communication you want to review.
To view the transcription, simply click on the Transcription icon. When reviewing a call, you can also play the recorded audio directly from the Smart Transcription page.
Read more about the Smart Transcription dashboard in this guide.
For users with enabled transcriptions on the customer's account, follow these instructions to view call transcriptions in Aloware Talk:
Go to a contact's communications and expand the details of a call to find the transcription.
If there is a transcription available for that call, you will see a transcription icon
Click the transcription icon to open the transcription window and review the call's text.
Smart transcription analysis
Smart Transcription helps in analyzing the call by identifying keywords, overall call impression, and categorizing what the call is about.
Sentiment - displays the tone of the conversation for each speaker.
Positive
Negative
Neutral
Audio recording - allows you to play back the recorded audio from the transcription page.
Categories - automatically generated by AI, these classify the call according to the subjects discussed.
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.
Custom keywords frequency - 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.
