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Live Voice Transcription – Native or Copilot Only?

  • 1.  Live Voice Transcription – Native or Copilot Only?

    Posted an hour ago
    Edited by Phaneendra Avatapalli an hour ago

    Hi everyone,

    I was reviewing the official transcription documentation here:
    https://help.genesys.cloud/articles/configure-voice-transcription/

    From what I can tell, this appears to describe standard transcription that becomes available after or near the end of a voice interaction.

    My question is:

    Is live voice transcription available inside Genesys Cloud during an active call, or is transcription only available after the call has finished?

    And if Agent Copilot is enabled, does that change the behavior — for example, enabling real-time, in-call transcription?

    Wanted to clarify expected behavior based on practical experience — thanks!

    Regards,
    Phaneendra

    #AgentCopilot
    #SpeechToText
    #ContactCenterAI
    #Routing



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