Conversation Intelligence transcribes every recorded call using automatic speech recognition, then passes the transcript through natural language processing for contextual analysis like Smart Summaries and Topics. This article covers how transcription works, how to fix recurring transcription errors with Autocorrect, and how to re-transcribe a specific call.
In this article:
- Navigation may look different if your organization uses standalone access to Conversation Intelligence. This article reflects the Salesloft platform experience.
- Autocorrect configuration requires Salesloft Admin or Conversation Intelligence Admin access. Re-transcribing an individual call is available to any user with access to that call, subject to your org's permissions.
- For translating non-English calls to English, see Translate Calls in Conversation Intelligence.
Transcription can happen in real-time (for live desktop app features like Battlecards) or after the call ends. Real-time transcripts are later reprocessed for improved accuracy and language detection.
Confirmed via screenshot: Autocorrect lets you maintain a list of commonly mis-transcribed words (often proper nouns or industry-specific terms) and their corrections.
Step 1 — Navigate to Auto correct
Go to Settings > Conversation Intelligence > Recorder and transcription, and select the Auto correct tab.
Step 2 — Add a correction
Select Add new word. Enter the incorrect word (as it's commonly mis-transcribed) and the correct word it should map to.
Step 3 — Review existing corrections
The Auto correct list shows each entry's incorrect word, correct word, and who last updated it. For example, an org might map "Sails Loft" to "Salesloft," or a similarly-spelled proper noun to its correct form, if those are frequently confused terms in their calls.
Things to Note: Start with corrections for proper nouns and industry-specific terms — these are the words generic speech recognition is least likely to get right on its own.
If a specific call's transcript doesn't meet your standards — wrong language detected, poor quality — you can re-transcribe it.
Step 1 — Open the call
In the Salesloft top navigation, hover over Activity and select Conversation Intelligence. Open the call you want to re-transcribe.
Step 2 — Re-transcribe
Confirmed via screenshot: select the ••• (overflow) menu in the top right of the call review page, then select Re-transcribe Call.
- Corrected words appear properly in future call transcripts once added to Autocorrect.
- A re-transcribed call's transcript updates to reflect the new pass.
