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
Enabling call transcription - Enabling call transcription allows users to review call recordings using transcribed text, improving customer service, training, and compliance monitoring.
Minimum Talk-Time - Smart Transcription transcribes calls between 15 seconds and 5 minutes. For longer calls, contact Aloware support to discuss adjusting the duration limit to meet your unique requirements.
Sync transcriptions with CRM - Transcriptions will only be synced when talk time is between this limit.
Custom Keywords - Improve transcriptions by adding industry-specific terms and phrases to tailor them to your business's needs for more relevant insights.
Custom Dictionary
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.
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.
Here is the list of redacted words in Aloware's Smart Transcription:
Name | Description |
Blood type | Blood type (A, B, AB, O) |
Credit card (CVV) | 3 or 4-digit CVV (security) code on a credit card |
Credit Card Expiration | The expiration date of a credit card |
Credit Card Number | Complete credit card numbers |
Date | Dates like "July 3rd, 2020" or "August 8." |
Date of Birth | Birthdays |
Drug or Medicines | Medical drugs, including vitamins and minerals. E.g., Advil, Acetaminophen, Panadol. |
Email address | Email addresses |
Event | Names of events |
Injury | Human injury, e.q., I broke my arm, I have a sprained wrist. Including mutations, miscarriages, and dislocations. |
Language | Language names like "French" or "Spanish." |
Location | Location names like "Antarctica" or "Mexico." |
Medical Condition | A medical condition. Including diseases, syndromes, deficits, and disorders. E.g., chronic fatigue syndrome, arrhythmia, and depression. |
Medical Process | Medical process, including treatments, procedures, and tests, e.g., "heart surgery," "CT scan." |
Money Amount | Dollar amounts like "30 dollars" or "$10.99." |
Nationality | Origins and nationalities like "American," "Asian," or "Caucasian." |
Number Sequence | A "lazy" rule that will redact any sequence of numbers equal to or greater than 2. |
Occupation | Professions/occupations like "scientist" or "doctor." |
Organization | Organization names like "CNN" or "University of Alaska." |
Person Age | Age of a person like "75" or "21." |
Person Name | Names like "Bob" and "Doug Jones" |
Phone Number | Phone numbers |
Political Affiliation | US political parties like "Democrat" or "Republican." |
Religion | Names of religions like "Judaism" or "Catholic." |
US Social Security Number | Full 9-digit US Social Security Numbers |