You can transcribe a call recording and analyze the call content using AI.

Before configuring an event driven integration (EDI) for call transcription, make sure you have the following configurations in place in System Configurator.

To configure post-call transcript, go to System Configurator > System Management > Event-Driven Integrations.

Because the call transcript and analysis are done by a third-party AI-provider, AssemblyAI, you'll configure the transcription using parameters from AssemblyAI.

In addition to call transcription, you can have an AI analysis done to the conversation.

You can save the call transcript and AI analysis in SAP Service Cloud (C4C) and the AI analysis in SAP Service Cloud Version 2.