Overview: Transcribe workflow module (Console)

This article explains the function and implementation process of using the Transcribe module when building Workflows in Console. 

In this article

Overview

Use the Transcribe workflow module when you want to convert a verbal recording to a text file. 

To successfully produce a transcription of an audio file, use this module in conjunction with the recording modules so that Hammond will know: 1.  when to begin and end a recording and 2. which sound file to transcribe.

Common use cases for the Transcribe module

Below are some common use cases for using the Transcribe module:

• Compliance: Transcription of a recorded call to confirm customer information and approval; useful for those in legal or medical fields.

• Internal Records: Keep a text copy of customer interaction transcriptions for future referencing.

• Coaching: Utilize interaction transcriptions for internal coaching opportunities to improve customer experience.

How it works

This module enables Hammond to process a recording within an interaction and convert the spoken exchange between the agent and customer to a text file. You can configure which side of the conversation you would like for Hammond to transcribe within the module. You have the option to transcribe the agent, the customer, or both agent and customer. 

Let’s look at this in an example. You notice that there is a high rate of dissatisfied customers leaving your Billing queue. So, you decide to investigate this by configuring your queue to have call recording enabled and creating a quick and simple Analyzing Call Sentiment workflow that will run on the Wrap up status of the Billing queue. 

Here’s the linear flow of the triggered workflow. Start the triggered workflow with a Wait Period module to ensure the recording has time to render. Then, use two consecutive Transcribe modules to transcribe the agent’s recording followed by the caller’s recording. 

Once these recordings have been transcribed, Hammond will proceed down two consecutive Calculate Sentiment modules. The first Calculate Sentiment module instructs Hammond to process the caller’s transcription for either positive or negative emotions, and the next Calculate Sentiment module instructs him to process the agent’s transcription. 

Upon completion of the transcriptions, you are able to now review what was said by each party on the call. Having a transcription allows you search for ‘negative’ words through using reporting. This can assist in determining  when and why the customer became dissatisfied and allows you to create an action plan to remedy the situation going forward.

Visual breakdown

Exterior structure

Interior structure

The Transcribe module is very simple compared to most modules. Below is the deep dive explanation for the interior area of the Transcribe module.

• Which Recording: The Which Recording menu is where you can select which side of the spoken conversation Hammond transcribes into a text file. The menu options are: Agent, Caller, and Combined.

• Agent: This option signals Hammond to only transcribe the agent’s side of the conversation.

• Caller: This option signals Hammond to only transcribe the caller’s side of the conversation.

• Combined: This option signals Hammond to transcribe the entire recording, both the agent and the customer.