Client Support Software has integrated OpenAI’s text-to-speech API known as Whisper in order to optionally transcribe call recordings for customers that use our PBX hosting product. This feature will increase productivity and benefit CMA users by allowing them to quickly review the transcription of a conversation and extract key insights.
Whisper is a state-of-the-art speech-to-text model that can transcribe audio files in any of the supported languages into text . It can also translate and transcribe audio files into English. Whisper has received immense praise from the developer community for its accuracy and speed.
With Whisper integration, CMA users can easily access the transcription of any call recording using the Call Log reports. They can search for keywords, filter by date, duration, caller ID, or extension, and export the transcripts as CSV files. They can also listen to the original audio file while reading the transcript.
This feature will help CMA users to:
- Improve customer service by identifying pain points, feedback, and satisfaction levels from call recordings.
- Enhance training and coaching by reviewing call transcripts and providing feedback to agents.
- Save time and resources by avoiding manual transcription.
In order to enable this feature, your company should open an account with OpenAI to obtain an API key. Existing customers may contact us to enable this functionality. We hope you enjoy this new feature and we look forward to hearing your feedback.