The emergence of AI undoubtedly constitutes the great advancement of human beings in this century. We continually heard about it, but it wasn’t until a few years ago that we were able to begin to experience it generally.

In the professional field and particularly in the relationship between companies and their customers or in their commercial activity, AI has taken on its full scope and is here to stay.

Real-time transcription services represent a significant evolution in the way businesses can manage their communications. The ability to instantly convert speech to text during a phone call, make transcriptions with Artificial Intelligence, not only allows us to improve the work of human agents in an enterprise, but it is also the key to engaging natural language processing in any conversation between a human and an AI. What the human says is transcribed in real time so that the AI ​​understands, processes and responds in a completely authentic way.

What advantages does this generate for a human agent?

Simultaneous voice transcription in customer interaction

One of the main advantages of real-time voice transcription is the instant availability of information. With conversation-transcribing AI, businesses will be able to instantly access transcripts of phone conversations, allowing them to review important details (what was the name the customer told me? How many products did they tell me? ..) without waiting. for transcription to be done manually or by waiting for the AI-generated live transcription to occur after the call ends. This speed of access to information allows you to make better decisions.

Communication interne

Real-time transcription services not only benefit the management of external communications but also improve internal communication within the company for the same reasons explained in the previous section.

Problems with languages?

The ability to transcribe the conversation in real time in a language other than the spoken one is a very powerful tool for organizations where they work with international clients or whose team is multilingual. This allows me, for example, to read in real time in Spanish what a customer who speaks English says to me. This clearly serves as reinforcement in many conversations with clients or colleagues. Likewise, it is used for control within the company by a third party who does not speak the language. In other words, a supervisor who only speaks French could supervise in real time the conversation of two colleagues who speak to each other in Italian by reading the live transcription in French.

Other channels

We’ve always talked about the ability to have real-time transcriptions of phone calls. This is also possible in video communications, with all the advantages we talked about previously.

How does real-time voice transcription work for a virtual agent?

The possibility of transcribing in real time everything that happens in the conversation allows for the existence of what we have begun to call a virtual agent.

We commonly speak of a virtual agent to designate an AI which, properly trained with a knowledge base, is capable of interacting in natural language with human users and giving them responses with high added value.

When a customer calls a business and starts speaking to a virtual agent, the AI ​​transcribes what is said in real time and in any language. Based on this, the virtual agent can understand what you say and formulate its response. The fact that everything can happen in real time makes it possible.

Conclusions

In summary, instantly available transcription represents a powerful tool for businesses, as it provides immediate access to information, optimizes internal and external communication, allows it to be done in a multilingual manner and paves the way for the use of virtual agents. Companies like Fonvirtuel have started offering it and it allows thousands of companies to benefit from the power of AI every day.