Transcribe on call (AI Assist)
With AI-generated summaries and transcriptions, it helps you stay focused during the call and easily refer back to what was said afterwards. These insights can be used to create follow-ups, reminders, or meeting notes.
Requirements
-
Transcribe on call.
-
Recorded Calls or Personal Call Recording.
- If you have Call Recording activated, you must also enable the Permission to Listen to Own Recorded Calls. Add this permission in the Admin portal under Permissions and Recorded calls.
What does the different add-ons means?
Transcribe on call
Generates calls into summaries and transcriptions.
Personal Call Recording
Private calls are not stored by your company. You can only listen to these calls yourself.
Call Recording
Company calls are stored at the company level and may be accessed according to company policy.
Click on the tabs below for a step-by-step guide at both the Administration and User level:
Set up guide - Administrators
Click on the tabs below for a step-by-step guide on how to add the features with Flow and Bundle packaging. If you're unsure which packaging model you have, please contact your Telavox representative.
Flow
The following add-ons must be added to the users account. Add Transcribe on call and choose between Call Recording, Personal Call Recording, or both.
- Log in to the Admin portal.
- Navigate to Users.
- Click on Additional services.
- Select the User.
- Check the box for Transcribe on call.
- Check the box for Call Recording or Personal Call Recording.
- Then click Save.
- Then navigate to Permissions.
- Select the User.
- Under User permissions check the box for Recorded Calls (Listen to Your Own Recorded Calls in the applications).
- Then click Save.
Bundle
The following add-ons must be assigned and included in the users license. Assign Transcribe on call and choose between Call Recording, Personal Call Recording, or both.
- Log in to the Admin portal.
- Navigate to Users.
- And then click on Licenses.
- Select the user and assign a license that includes one or both of the required add-ons:
- Transcribe on call
- Call Recording
- Personal Call Recording
How to assign licenses to a user
For more information on how to assign licenses to a user, see the FAQ article User creation & Licenses management.
If the required add-ons are not included, please contact your Telavox representative.
Set up guide - End users
Where to find and transcribe your calls?
Go to article Recorded Calls & Personal Call Recording to read more about how to enable Personal Call Recording and Call Recording in the Web/Desktop and Mobile app.
Web or Desktop app
- Navigate to the History tab in the Web or Desktop app.
- Click on the call you want to listen to and get a summary of.
- Click on the Play symbol to listen to the call recording.
- Click on Transcribe to get a transcript and a summary of your call.
- If you then click on Transcript you will get a full dialog of the call.
Mobile app
- Navigate to the History tab in the Mobile app.
- Click on the call you want to listen to and get a summary of.
- Click on the Play symbol to listen to the call recording.
- Click on Generate transcript to get a summary of your call.
- If you then click on Transcribe you will get a dialog of the call instead of a summary.
Transcribe calls on Tickets
With Tickets integrations, you can create tickets from calls in a queue to better follow up and manage your incoming calls. Call logs are created to better understand the call flow. Internal notes enable note-taking for better knowledge sharing and resolution. You have the option to loop in a colleague, making it easy to find experts to resolve a customer query.
If you have Call Recording or Personal Call Recording feature you have the opportunity to listen to the call recording directly after the finished call, you can read the whole conversation with the customer, you can generate a summary of the call and add it to internal notes.