Overview

The Real-time Transcripts feature is designed to help you optimize communication efficiency during customer interactions. By providing live transcriptions directly on your Agent Desktop, it can help enhance your focus, clarity, and response accuracy. It is aimed at enhancing your understanding and efficiency during calls, reducing misunderstandings, and supporting you in delivering high-quality interactions that improve performance and customer satisfaction.

Features

  • Live transcription display: View ongoing, real-time transcriptions of customer conversations directly on your Agent Desktop.

    Be aware that these real-time transcriptions, while helpful, may contain personal data. The transcriptions are displayed live during the interaction but are not stored afterward, meaning the personal data you see is not retained. In future releases, when transcript storage is implemented, personal data will be redacted to protect customer privacy.

  • Immediate insights: Gain instant access to customer conversations, allowing you to understand needs and address accents and language barriers effectively.
  • Auto-scroll feature: Transcriptions automatically scroll to display the latest spoken words, while you have the option to scroll back for reviewing earlier parts of the conversation.
  • Multi-party support: In scenarios like call transfers and conferences, transcripts are displayed live from the point of joining the call for all participants, ensuring seamless continuity for everyone involved.
  • Feedback mechanism: Provide feedback on transcription accuracy using a thumbs up/down option at the end of the call. You can modify feedback and add comments, if necessary.
  • Error notifications: If transcription isn't enabled for a call, you'll receive an error message to help you understand why transcriptions are missing.

To ensure optimal performance and minimize latency, ensure that you have access to a stable network connection.

Handling dropped calls

If a call was previously dropped, you'll receive a notification about the call drop summary. Click the notification popover or the Cisco AI Assistant icon in the header to review the summary, which details the reason for the call and the last action discussed. After verifying the customer's identity, you can seamlessly continue the interaction using real-time transcripts to ensure continuity and accuracy in your communication.

Managing call transfers

When transferring a call, transcriptions will continue seamlessly if the receiving agent's queue has transcription enabled. Ensure the receiving agent's queue supports transcription to maintain continuity. In complex scenarios involving multiple agents, stay attentive to transcription updates to ensure smooth transitions between agents.

Multi-party calls

In conference calls, real-time transcriptions begin from the moment each participant joins, allowing them to follow the conversation from their point of entry. Participants see transcriptions from their joining point, while the first agent monitoring the call have access to the full transcription. In this release, all participants on the agent side are displayed under "Agent," with speaker identification capabilities planned for a future update. This allows users to follow the conversation flow and understand contributions throughout the call based on the transcript content, both in real-time and during post-call reviews.

Using real-time transcriptions

1

Log into your Agent Desktop and change your availability to Available to accept incoming calls.

2

When you receive a customer call, click Answer in the incoming call popover to begin the interaction.

3

Navigate to the Live Transcript tab to access the real-time transcription widget. Monitor this widget for text updates that reflect the ongoing conversation accurately.

4

If you notice missing transcriptions, check for error messages that explain the issue and guide you on what actions to take.

5

Once the call is handled, end the call.

Provide feedback

You can provide feedback on the transcriptions to improve its accuracy and enhance interaction experience. Be mindful of potential inaccuracies due to accents or background noise during calls, and use the feedback mechanism to report such errors.

  1. After the call ends, click like button or dislike button icon in the transcription notifications area of the AI Assistant to indicate whether they were helpful.

  2. (Optional) If you click dislike button, you can enter additional feedback to help improve the transcription service. For more information, see how your feedback helps us improve.