AI Transcription¶
Overview¶
AI Transcription turns call recordings and voicemails into text. For each transcribed recording, QVOICE Platform stores:
- the full transcript, separated by speaker
- a short summary
- an optional sentiment score
Speech recognition and summaries are provided by Deepgram.
The same speech-to-text service also powers live transcription during calls in the web client, and meeting transcripts.
Where to Find It¶
Config → Integrations → AI Transcription → Transcription
Functionality¶
Settings¶
| Field | Description |
|---|---|
| Provider | Deepgram. |
| API Key | The Deepgram API key. |
| Model | Nova 3 (default), Nova 2, Nova, Whisper Large, Whisper Medium, Whisper Small or Whisper. |
| Sentiment | Enables sentiment analysis of recordings. |
| Auto Transcribe Recordings | Transcribes every new call recording automatically. When it is off, recordings are transcribed on demand. |
Save enables transcription for the account. Remove deletes the settings and disables it.
The spoken language is detected automatically; no language needs to be set.
Live call transcription¶
Live transcription while a call is in progress is configured per account in Config → Accounts → (account) → Calls:
- Provider: Deepgram or Google Speech-to-Text.
- Mode:
- Automatic: all calls are transcribed.
- Manual: the user turns transcription on per call.
- Language:
- With Deepgram: English, Spanish, Portuguese, French, German, Italian, or multi-language.
- With Google: a regional language code.
Where users see the results¶
| Where | What |
|---|---|
| Admin portal: Reports → Call Recordings (play a recording) | Sentiment and score, Summary (Auto-generated) with copy and .txt download, full transcript, and a button to transcribe on demand |
| Admin portal: Call Recordings export | "Download Selected Call Recordings with Transcript" adds the transcripts to the ZIP |
| Web client (agents and users) | Transcript, summary and sentiment in the call detail and recording view; voicemail transcripts; live transcript during calls; meeting transcripts and summaries |
| CRM | Voicemails linked to a case get their transcript on the case; manual follow-ups on cases are transcribed and summarised |
How It Works¶
flowchart LR
R[Call ends and the recording is stored] --> A{Auto transcribe?}
A -- yes --> D[Deepgram]
A -- no --> M[User clicks Transcribe / opens the recording]
M --> D
D --> S[Transcript + summary + sentiment saved with the recording]
S --> P[Portal / web client / CRM]- Transcription runs after the call, on the stored recording. Only recorded calls can be transcribed.
- In the web client, opening a recording that has no transcript yet requests one automatically.
- Transcribing a recording again replaces the previous result.
- Summaries and sentiment come from Deepgram. They do not use the OpenAI / Gemini keys in GenAI Integrations.
Configuration¶
| Requirement | Who | Details |
|---|---|---|
| Call recording | Account admin | Calls must be recorded to be transcribed. |
| Deepgram credentials | Customer or platform | Enter the customer's own Deepgram key on this screen, or use the platform's default service if the operator provides one. Contact QVOICE support to confirm. |
| Who can edit | Reseller administrators and platform super-administrators | Administrators of a regular account do not see this screen. |
| Viewing transcripts | Users | The account must have the transcription feature enabled. |
Use Cases¶
Quality assurance without listening to every call. A contact centre turns on Auto Transcribe Recordings and Sentiment. QA staff open Reports → Call Recordings, read the auto-generated summary, and listen to the full recording only for calls with negative sentiment.
Compliance and dispute handling. A customer disputes what was agreed on a sales call. The supervisor downloads the recording together with its transcript from the Call Recordings export and attaches both to the case.
Agent after-call work. Agents open the call detail in the web client right after the call. They copy the summary into their notes instead of writing it from memory.
Voicemail triage. Voicemails left for a support line are transcribed. When a voicemail is linked to a CRM case, the transcript is on the case, so the team can act on it without playing the audio.
Limitations¶
- Only recorded calls and voicemails are transcribed. Automatic transcription covers call recordings; voicemails are transcribed when opened or linked to a case.
- Each transcription is a Deepgram request, billed to the key in use (the customer's or the platform's).
- Summary and sentiment quality and language coverage depend on Deepgram.