NEW Labs Feature: Call Transcription with AI Note Taker (Premium Accounts)

Please note this feature is currently only available in Labs for beta testing and is subject to change at any time. Some capabilities may be limited, experience bugs, or function incorrectly. Available for Premium accounts only. 

Call Transcription simplifies the note-taking experience by converting voice to text and providing easy-to-use text scripts (transcripts) of your calls with a high-level summary overview. To use this feature, you must enable Call Recordings and agree to the terms and conditions. 

How to implement Call Transcription: Settings → My Account → Workspace Settings → Labs: Toggle On

After you toggle it on in Labs you will need to go to My Account → Dial Sessions → Call Transcriptions and you will need to enable the feature. 

Please note to enable this feature you must agree to a Terms of Service disclaimer.

Then on this page, you will have two additional options.

1. Enable Automated Call Summaries. This will automatically save the Call Transcription Summaries to the contact record’s notes for easy note-taking and reference to the conversation overview. 
2. Provide feedback. You can do this at any time by revisiting back to this page. As this is available for testing, any feedback you provide will be greatly appreciated.

Once you enable call recording, your calls will be transcribed by Call Transcription. You can access transcripts for your outbound answered calls. These will be triggered by your live answer set disposition. 

To access a transcript created by Call Transcription you must go to the Call History tab > Recent Dial Sessions > Details and then can access the button to view the transcription.

Within the transcription, you will have access to the following:

• Summary of the call
• Talk time ratio between the participants
• A defined script broken out between the participants
• Ability to download the transcription
• Access to the voice recording

If you enable the Automated Call Summaries, you can reference the summary in the Notes for each contact. 

For Admins, you can see all of these notes in My Teams > Reports > Choose a Customer Report > Select Date Range. When you go to view the details of any specific data point, you can click the Total # of Calls that were dispositioned as a Live Answer/Talk and see the call summaries in one report. 

Frequently Asked Questions

What is Call Transcription?

Call Transcription converts a speech conversation into a written transcript. 

Who can use the Call Transcription feature?

Only Premium accounts can test this feature. 

Will this work for my inbound calls?

Call Transcription will work for inbound answered calls as long as call recording is enabled. 

How will the Call Transcription be signaled to transcribe the call?

When you disposition a call as a live answer, that is when the call transcription process will take place. Voicemails and any non-answer dispositions will not be transcribed.

Can I access the Call Transcriptions in the My Teams > Reports?

The Automatic Call Summaries, if enabled, can be accessed in the Reporting tab when clicking on the details. The full written transcripts are only available in the Call History tab. As an admin, you will need to log in as a user to access their specific transcripts. 

How long does it take for the transcript to be ready?

There will be a slight delay from when the call ends before the transcript is available. For longer calls, it will take more time for the transcript to be completed.

How long will Call Transcriptions remain available?

Any written transcripts produced by the Call Transcription feature will remain available as long as you have a PhoneBurner account. Call Transcription can only be activated for Premium accounts. If you decide to downgrade at any time, you will still have access to any written transcripts previously created but you will no longer have the ability to use Call Transcription for future calls.