Transcription Connector overview

Característica próximamente

Transcription Connector is a mechanism and generic protocol to provide a near real-time stream of voice interactions from the Genesys Cloud platform to any third-party transcription service endpoint and receive predefined transcription events in return. Transcription Connector enables partners and customers to extend the open Genesys Cloud platform with third-party voice transcription services. For more information about implementing a Transcription Connector connection, see the AudioHook Protocol Specification in the Genesys Cloud Developer Center. For more information about how to showcase a simple service that implements the Genesys AudioHook protocol, see Genesys AudioHook Sample Service in the Genesys Cloud Developer Center.

Para solucionar los problemas de su integración basada en el protocolo AudioHook, suscríbase a los eventos operativos relacionados con AudioHook. Para obtener más información sobre los eventos operativos, consulte Catálogo de eventos operativos en el Centro de desarrollo de Genesys Cloud. Para obtener más información sobre cómo configurar la consola operativa, consulte Solucionar problemas mediante la consola operativa de Genesys Cloud.

When you use Transcription Connector, the voice call audio streams to third-party transcription services over a web socket. The Architect Transcription action enables Transcription Connector to start streaming to a third-party transcription service and get audio transcriptions in return.

Notas:
  • Genesys Cloud cobra durante la conexión pero no por la pausa segura o iniciada por el cliente.
  • To keep latency to a minimum, create Transcription Connector servers in the same or near region.

Funciones compatibles

When you stream Genesys Cloud voice interactions through Transcription Connector, you can get the transcription of the streamed voice interactions and work with the voice transcripts. Genesys Cloud allows multiple streams and use cases to run in parallel. 

  • Stream audio to a third-party transcription service that implements the AudioHook Protocol using WebSockets
  • Receive predefined transcription events from the third-party transcription service
  • Perform further analysis on transcriptions using speech and text analytics features such as customer sentiment analysis and topic spotting
  • Genesys Cloud supports up to 10 different Transcription Connector integrations
  • The third-party transcription service can pause, resume, and end the transcription process. For more information about pauses and other limitations, see Limits > AudioHook in the Genesys Cloud Developer Center.
  • Support for Native and Extended Voice Transcription Services (EVTS) languages
  • Support for preferred transcription partners, niche specialists, or custom language models