Video Call Transcripts
Updated
You can enable real-time transcript generation for video calls in the Care Console, ensuring the transcripts are in your preferred live chat language..
Note:
Currently multi-language support for transcripts is only available for AWS-integrations.
The translations will be automatically available by default in the live chat locale.
Use cases
As an agent, with video call transcripts, you can retain and recall the details discussed during the call.
As an agent, you can have an unalterable record of the call for future discussion with the same user.
As a supervisor, you can analyze the video call performance of agents and use it to provide targeted training.
Enablement note: To learn more about getting this capability enabled, please work with your Success Manager. |
Transcripts in Care Console
Once enabled, the video call transcript will be auto-generated in Care Console.
To disable it, click the Options icon in the top right corner of the conversation pane and select Hide Transcripts.
