25.6. Transcription FAQs

Please note: this guide is about transciption for calls using Insight and also Service Cloud Voice and Natterbox.

What services support the transcription of calls?

Service Cloud Voice and Insight both support the ability to transcribe calls

Service Cloud Voice dynamically transcribes live calls and Insight transcribes calls as a post call action.

Where are transcriptions stored?

For Insight transcriptions our stored on the Natterbox platform, in the same way call recordings are.

For Service Cloud Voice all transcriptions are stored within Salesforce.

How long are transcriptions stored for?

Insight transcriptions follow the same archiving policy as call recordings.

For Service Cloud Voice, Natterbox doesn't keep any copies of transcriptions, they're solely stored in Salesforce.

How accurate are the transcriptions?

It's important to first note that the accuracy of a transcription is heavily reliant on many factors surrounding the quality of a conversation, for example :

• The internet connection of either party
• The microphone quality of either party
• The selected language dialect (i.e. The Australian English option will produce better quality transcriptions for Australian calls than the generic English option) 
• The content of the conversation, such that similar sounding words and the use of slang could reduce the overall quality
• Cross talk
• Background noise

With those factors in mind we've seen transcription accuracy to average about 80%.

It's worth noting that the AI language models will gradually improve upon over time, so we expect that accuracy value to also increase on average.