How to set up live transcription of conversations and find it in Warehouse

Using AI can be a timesaver when transcribing conversations in Adversus. Before using it, it's a good idea to read this article to understand how it works and what it requires.

Our AI transcription features include:

The Transcription AI works on an account level, where you set up your AI transcription model and apply it to your campaigns.

Here is how you do it:

The AI transcription feature operates at the account level, allowing it to be used globally across all campaigns.

1) Go to Settings and Account

2) Choose AI transcriptions from the top menu

3) Click Create in the top right corner and Create transcription from the dropdown menu. This window will appear:

a) Transcription name: Give your transcription setting a recognizable name.

b) Enable transcription: Choose whether all conversations (longer than the minimum duration) should be transcribed Automatic or you want to do it Manually (through Warehouse – we’ll get back to how that’s done). We recommend choosing Automatic if you want to utilize the full power of AI-driven Quality Assurance. Manual transcription is advisable if you (for some reason, e.g., due to compliance issues) need to pause or gain more control over the transcriptions.

c) Duration requirement for transcription defines how long the conversation, at a minimum, should last before a transcription is created. By adding this, you avoid transcribing calls where the prospect, e.g., ends the conversation immediately or your agent hangs up because an answering machine is detected.

d) Summary Prompt lets you specify how you want your summaries, e.g., is there any specific information you want the summary to include, do you want it to be at a particular length, etc. If you don’t add a prompt, you’ll use Adversus’ default prompt, which is designed to brush up highlights in bullet points that we think are useful, such as the outcome of the conversation, or the reason why if ‘Not interested’.

e) Enable transcription for campaigns is mandatory. This is where you choose which campaigns you want the transcriptions to be applied to. Please note that calls made on the selected campaigns before the transcription settings are enabled are not automatically transcribed.

f) Transcription language lets you define in which language you want your transcription. For example, if the conversation is in Swedish and you select English as your transcription language, the conversation will be automatically summarized in English.

g) Keywords are beneficial to add if you want the AI engine to be aware of certain words, such as your company name, products, etc.

h) Tags make it easier to locate and recognize this setting across Adversus, e.g., in the Warehouse or Leads modules.

4) Click Create transcription in the bottom right corner when you are done choosing settings. Now your transcription is running on the selected campaigns, unless you have chosen Manual transcription – in that case, you need to start the transcriptions manually through Warehouse.

Briefly explained, you can transcribe a call Manually in Warehouse → Calls by filtering and then choose Transcribe recording under Actions. Please note that only conversations in campaigns that are included in an AI transcription setup are available for transcription through Warehouse.

Manual transcription through Warehouse is especially relevant for calls made before a campaign was added to an AI transcription under the account settings.

You can also manually transcribe through the Quality Assurance module. We'll get back to that.

All transcriptions can both be found in Warehouse and in the Activity log. You can also find them in our AI-based Quality Assurance module if that feature is activated on your account.