Manage Continuous Stream Transcription Profiles

Permissions Required: Automation & AI > Launch Automation & AI Studio Script View, Create/Edit

Continuous Stream Transcription provides transcription of conversation audio. It sends the transcription as a continuous stream throughout the interaction.

Add a Continuous Stream Transcription Profile

A transcription profile defines the transcription options you want to use, including the language to transcribe.

  1. In CXone, click the app selector and select Other > Automation & AI > Transcription Hub > Continuous Stream.
  2. Click Add Transcription Profile.
  3. Enter a Transcription Profile Name. To differentiate this profile from your other profiles, use a name that highlights what makes this profile different. For example, you could name the profile for its intended use, the provider, or the language of the profile.
  4. Under Select Provider, click the transcription provider to use. You can choose from Google Transcription or CXone Transcription.
  5. Click Next.

  6. On the Configuration page, complete the fields to define the transcription options for this profile.

    Field Details
    Transcription Type

    Choose the Google Transcription account to use with this profile: 

    • Select CXone to use the account owned by NICE CXone.
    • Select Your Account to use your organization's account.

    JSON Service Account

    The service account key for the Google Transcription account you're using:

    • If you're using the NICE CXone account, use the key provided for you by your CXone Account Representative.
    • If you're using your own account, use the key file you created and downloaded from your Google Cloud Console.

    Copy and paste the entire contents of the key file into this field, including the curly braces surrounding the key.

    The service account key is a JSON object similar to the following example:

    {

    "type": "service_account",
    "project_id": "ic-demo2-aai-gcp",
    "private_key_id": "sdv80sdf08ssd9sdf0sdf8sdfsdf90sdf8",
    "private_key": "-----BEGIN PRIVATE KEY-----
    nMIIEvgIBADANBgkqhkiG9w0BAQEFAASCBKgwggSkAgEAAoIBAQCzgrS8vp
    <private key has been truncated for this example>
    ----END PRIVATE KEY-----\n",
    "client_email": "your@client_email-gcp.iam.gserviceaccount.com",
    "client_id": "123456789",
    "auth_uri": "https://accounts.google.com/o/oauth2/auth",
    "token_uri": "https://oauth2.googleapis.com/token",
    "auth_provider_x509_cert_url": "https://www.googleapis.com/oauth2/v1/certs",
    "client_x509_cert_url": "https://www.googleapis.com/robot/v1/metadata/x509/dialogflow-dthjop%40ic-demo2-aai-gcp.iam.gserviceaccount.com"
    }
    Language Code Select the language that you want this profile to transcribe.
    Model

    Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources. Not all languages support every model. Refer to the Google documentation for information about language support.

    Available options are: 

    • Command and Search: Use when transcribing shorter audio clips, such as commands or voice search. Consider using Latest Short instead.
    • Default: Use when the audio doesn't fit the other models. It can transcribe any type of audio, but results may be lower quality for some types.
    • Latest Long: Use with long-form content such as spontaneous speech or conversations.
    • Latest Short: Use when the utterances are a few seconds long, such as commands. Consider using this model instead of Command and Search.
    • Phone Call: Use for transcribing the audio from a phone call.
    Use Enhanced

    Select this option to use the enhanced version of your selected Model. This is only an option if you are using the Phone Call model. This can help increase the accuracy of transcription.

    The default is for this option to be disabled. Enabling this option increases the cost of transcription.

    Interim Results Select this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. For SalesForce Assist, do not enable this option. It requires the final utterance results.For Copilot for Agents, do not enable this option. It requires the final utterance results.
    Field Details
    Language Code Select the language that you want this profile to transcribe. Currently the only available language is English.
    Enable Automatic Punctuation

    Click to enable this option if you want CXone Transcription to add punctuation marks such as commas and question marks to the transcription results.

    The default is for this option to be disabled.

    Interim Results Click to enable this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled.
  7. Click Add.