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  • 1.  Voicemail transcription language

    Posted 06-29-2023 08:43
    No replies, thread closed.

    Hello,

    we are using the transcript functionality for Voicemails. Unfortunately, only the profile language set by the user is used here. Example:


    The user uses the system in English, but also attends to the German and French hotlines. We have already set the language in the callflow. If the voicemail for the German hotline starts, the transcription is in an incomprehensible English. I actually expect the transcription to output a German text.

    Do you have any Idea how we can deliver the transcription in the right language to the User?

    Thank you.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #QualityManagement
    #Unsure/Other

    ------------------------------
    Dirk Krampe
    Sixt Rental Cars
    ------------------------------


  • 2.  RE: Voicemail transcription language

    Posted 07-03-2023 23:25
    No replies, thread closed.

    First, voicemail transcription is for personal voicemails only - not ACD voicemail yet.  Second, when you set the language in the flow, it is only going to affect queue and flow objects, not personal objects like an agent's voicemail.  I don't know of a good way to accomplish what you want as there is no way to set a language when transferring to voicemail and it will just use whatever language the agent has set in their preferences.  Not sure there is even an API to change that before and after using a customization to the Voicemail Flow.  Guess you have the agent say something like "please leave your message in English as that is all my voicemail understands"



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Voicemail transcription language

    Posted 07-04-2023 02:49
    No replies, thread closed.

    Thank you for the detailed answer. Even if it doesn't make me happy.

    Then we will have to find another solution here.

    If someone has found a good workaround, feel free to answer.



    ------------------------------
    Dirk Krampe
    Sixt Rental Cars
    ------------------------------

    Original Message


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