AI Transcripts

The AI Transcript feature allows you to retrieve transcriptions of calls and queue interactions through the API. This enables quick access to conversation summaries and full transcripts for analysis, compliance, or integration into your applications.

Transcripts contain sensitive data. The authenticated user must have explicit permission to access the requested transcript. For example, an administrator cannot view personal transcripts for another user unless they are part of the conversation or have the appropriate rights.

Common Use Cases:

1. Quality Assurance & Training
   Supervisors can review transcripts from queue interactions to ensure compliance with scripts and identify areas for agent improvement.
   Example: Fetch recent queue conversations and download transcripts for coaching sessions.
2. Customer Dispute Resolution
   Support teams can quickly retrieve transcripts of specific calls to verify what was said during a conversation, helping resolve disputes efficiently.
   Example: Use the interaction endpoint to access the transcript for a particular call ID.
3. Automated Summarization for CRM
   Integrate transcript summaries into your CRM system to provide quick context for follow-up actions without listening to entire recordings.
   Example: Download transcript summaries and attach them to customer profiles.
4. Compliance & Audit
   Organizations can store transcripts for regulatory audits or internal compliance checks, ensuring sensitive data is handled securely.
   Example: Periodically export transcripts from queue history for archiving.