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
Smart Transcription transcribes calls with a call duration greater than 15 seconds.
Enabling Smart Transcription
There are two (2) ways to enable Smart Transcription in Aloware Admin.
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 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.
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 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.
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.