Transcription Hub provides a single location where you can manage all of your transcription services. Transcription is the process of converting spoken audio into text. It's sometimes called speech-to-text (STT). CXone Mpower supports two kinds of transcription:
- Continuous Stream Transcription: This transcription option provides a continuous, real-time stream of transcription. It's used with agent assist
A software application that provides context-specific help to the agent. applications. Transcription is a Continuous Stream Transcription option. You can also use Google Transcription. - Turn-by-Turn Transcription: This type of transcription sends the transcription of a conversation in short segments in real time. When one side of the conversation finishes speaking, that utterance is sent for transcription. It's ideal for use with virtual agents A software application that handles customer interactions in place of a live human agent.. Turn-by-Turn Transcription uses Google Transcription.
Both kinds of transcription can be set up in CXone Mpower using custom Studio scripts. When using transcription with agent assist applications or virtual agents, you don't need a separate Studio action to add transcription capabilities. The process of setting up the agent assist application or virtual agent automatically includes choosing transcription options.
You can use Turn-by-Turn Transcription on its own. To do this, you must use the Cloud Transcribe Studio action. Continuous Stream Transcription cannot be used on its own.