Transcription

Dialer.CX can automatically transcribe call recordings into searchable text using AI-powered speech recognition. Transcripts are linked to recordings, searchable across the platform, and can power downstream analysis features like sentiment scoring and compliance checking.

How It Works

1. A call is recorded during the conversation
2. The recording is sent to your configured transcription provider
3. The AI generates a text transcript with speaker identification
4. The transcript is stored and linked to the recording
5. Downstream features (analysis, summaries, scoring) can run on the transcript

Note

Transcription requires a configured provider with a valid API key. Set this up at Admin > AI Settings > Transcription.

Features

Speaker Diarization

The transcript identifies who is speaking throughout the call:

• Agent speech labeled separately from customer speech
• Easy to scan conversations and find specific parts
• Color-coded speaker labels in the playback view

Synchronized Playback

In the Recording Center, transcripts are tightly coupled with audio playback:

• Transcript highlights in real time as the recording plays
• Click any line in the transcript to jump to that moment in the audio
• Makes quality review and coaching significantly faster

Searchable Text

Full-text search transforms how you find specific calls:

• Search across all transcripts from the Recording Center
• Find calls where specific topics, products, or phrases were discussed
• Use search to build coaching playlists or compliance audit sets

Configuration

Navigate to Admin > AI Settings > Transcription:

Setting	Description
Provider	Select your transcription provider
Model	Choose model variant (standard vs. enhanced accuracy)
Language	Primary language for recognition
Auto-Transcribe	Automatically transcribe all recordings, or on-demand only

Supported Providers

Option	Speed	Best For
Standard	Normal	High accuracy, broad language support
Fast	Accelerated	High throughput, lower latency

On-Demand Transcription

If auto-transcription is off, you can transcribe individual recordings:

1. Open a recording in the Recording Center
2. Click Transcribe
3. Wait for processing (typically 30-60 seconds)
4. Transcript appears alongside the audio player

Best Practices

Tip

• Start with on-demand transcription to evaluate quality and cost before enabling auto-transcription for all calls
• Review a sample of transcripts to ensure accuracy for your specific use case and industry terminology
• Use searchable transcripts to find training examples, compliance issues, and coaching opportunities
• Pair with Call Analysis — transcripts are the input for sentiment scoring, compliance checks, and AI summaries

Caution

Transcription costs scale with call volume. If you have high call volumes, monitor your AI usage costs at Admin > AI Settings before enabling auto-transcription across all campaigns.