Transcription Connector overview

近日公開予定

Transcription Connector is a mechanism and generic protocol to provide a near real-time stream of voice interactions from the Genesys Cloud platform to any third-party transcription service endpoint and receive predefined transcription events in return. Transcription Connector enables partners and customers to extend the open Genesys Cloud platform with third-party voice transcription services. For more information about implementing a Transcription Connector connection, see the AudioHook Protocol Specification in the Genesys Cloud Developer Center. For more information about how to showcase a simple service that implements the Genesys AudioHook protocol, see Genesys AudioHook Sample Service in the Genesys Cloud Developer Center.

AudioHook プロトコルベースの統合のトラブルシューティングを行うには、AudioHook 関連の操作イベントをサブスクライブします。運用イベントの詳細については、運用イベントカタログGenesys Cloud 開発者センターで。操作コンソールの設定方法の詳細については、以下を参照してください。 Genesys Cloud Operational Consoleを使用したトラブルシューティング。

When you use Transcription Connector, the voice call audio streams to third-party transcription services over a web socket. The Architect Transcription action enables Transcription Connector to start streaming to a third-party transcription service and get audio transcriptions in return.

メモ: 
  • Genesys Cloudは接続中に課金されますが、セキュアまたはクライアントが開始した一時停止には課金されません。
  • To keep latency to a minimum, create Transcription Connector servers in the same or near region.

サポートされている機能

When you stream Genesys Cloud voice interactions through Transcription Connector, you can get the transcription of the streamed voice interactions and work with the voice transcripts. Genesys Cloud allows multiple streams and use cases to run in parallel. 

  • Stream audio to a third-party transcription service that implements the AudioHook Protocol using WebSockets
  • Receive predefined transcription events from the third-party transcription service
  • Perform further analysis on transcriptions using speech and text analytics features such as customer sentiment analysis and topic spotting
  • Genesys Cloud supports up to 10 different Transcription Connector integrations
  • The third-party transcription service can pause, resume, and end the transcription process. For more information about pauses and other limitations, see Limits > AudioHook in the Genesys Cloud Developer Center.
  • Support for Native and Extended Voice Transcription Services (EVTS) languages
  • Support for preferred transcription partners, niche specialists, or custom language models