In babelforce, you can transcribe a call and send the transcript to 3rd party providers like Zendesk.
This article guides you through the setup.
Important: the following instructions refer to Zendesk Omni Channel tickets. You can find the instructions for regular Zendesk-tickets below.
We need the following three automations:
The process looks the following:
- For each inbound call, we create a (call) ticket
- Once the call is finished, on the event "Voice recording finished", we carry out the action "Transcribe recording". This is how that automation could look like:
- The 3rd automation carries out an action on the event "Transcription finish". It updates the ticket with the transcript. To send the transcript, you need to set the placeholder "{transcript.conversation}"
The transcript is then printed to your ticket:
How to send call transcriptions to a regular Zendesk ticket
The setup process is quite similar to previous configuration for Omni Channel Tickets; however, there is a key distinction in the actions taken.
1.) We create a (call) ticket: instead of selecting the Zendesk Omni Channel ticket, you will now choose the regular Zendesk integration.
2.) Once the call is finished, on the event "Voice recording finished", we carry out the action "Transcribe recording". This is how that automation could look like:
3.) The 3rd automation carries out an action on the event "Transcription finish". It updates the ticket with the transcript. To send the transcript, you need to set the placeholder "{transcript.conversation}"
Note: This feature will incur additional third-party costs. These charges are determined by the duration of your calls (the actual connection time between the agent and the customer) and the pricing.
The monthly cost can be calculated as:
Each started minute of talk time × provider's price for each transcribed call
For detailed pricing information or assistance with cost estimation, please contact our support team at support@babelforce.com.
Related to
Comments
0 comments
Article is closed for comments.