Configuring live transcription and AI settings

With these settings, you can configure live transcription and AI analysis during the phone call for incoming queue calls. Communication Panel agents can see both the transcription and analysis or only the analysis, depending on the configuration.

For users to see the transcription and analysis in Communication Panel, you'll also need to configure related settings for the user settings template.

Note:

AI analysis happens based on the live transcription. Therefore, if you want to use AI analysis, transcription must be On.

Transcription

To use live transcription, select On in the Use live transcription field.

Enter the value in the Transcription parameters field as JSON. To format your JSON into a reader-friendly form, click the Prettify button .

The parameters available depend on whether your system is using Sinch's Base or Plus transcription tier:

Base tier

If you want to turn off capitalization and punctuation, which is on by default, set the value of the format_turns parameter as false in the Transcription parameters field.

Example:

{
  "format_turns": false
}

Plus tier

In the Transcription parameters field, you can suggest language options to the AI for transcribing speech. We recommend defining either one of these options. Use ISO language codes to define the language(s).

Preference:

{
  "language_hints": ["fi", "sv"]
}

These are the languages the transcription model expects in the audio. It will prioritize them when interpreting speech but can still detect and transcribe other languages when they are spoken.

This is also the behavior if language_hints_strict is set to false.

Best-effort restriction:

{
  "language_hints": ["fi"],
  "language_hints_strict": true
}

Transcription will strongly prioritize these languages and will try to produce a transcription only using them. This is a best-effort restriction rather than a strict limitation: in ambiguous or exceptional cases, another language may still be used in transcription. You can define several languages but defining only one gives the best results.

Use this option when the expected language is known and transcription in other languages is undesirable.

AI analysis

To have an AI analysis done during the call, select On in the Use AI analysis field.

By default, the analysis includes fields:
  • Suggested actions: three best suggestions for next steps in the conversation

  • Context: a concise characterization of the context of the conversation

  • Keywords: a few keywords to describe the conversation

  • Language: the language of the conversation

  • Sentiment: the customer sentiment in the conversation

  • Summary: a compact summary of the conversation

You can customize the AI analysis to suit your needs by specifying the prompt in the Custom AI instructions field. This makes it possible, for example, to:

  • Highlight any billing issues in the summary.

  • Replace personal information with a placeholder to hide sensitive data from the summary.

  • Add a dedicated Offer field to flag upsell possibilities to offer the customer upgrades or additional services.