In addition to recording calls and analyzing them with speech analytics, built-in Voice Tagging AI can also create and display written transcripts of your calls. These written transcripts are created in addition to any call recordings you might make.
How Can You Use Call Transcripts to Help Your Business?
These call transcripts can be used in many ways to give you one more tool for evaluating calls, training employees, and improving customer service.
Keeping a record of your calls, whether that’s a recording or a transcript, makes it easier to go back and evaluate them. This helps you spot call patterns, identify new keywords you should target, review complaints, and much more.
Each call transcript is stored with that call’s data so you can see the time of the call, the caller’s ID, their location, who answered the call, any voice tagging results of the call, and any other data you track about your calls.
Call transcripts are also powerful tools for training employees. You can review these call records when creating training manuals to give a real guide to handling specific questions or scenarios, highlighting how skilled employees handle difficult situations with their exact language.
What About Sensitive Data?
If your calls include sensitive data like a customer’s social security number or credit card number, you need to carefully handle that data for security compliance. AI Analytics call transcripts offer optional PII (Personally Identifiable Information) Redaction to remove a customer’s sensitive details from the record.
The transcription feature is turned on and managed within AccuRoute®’s routing properties menu.