Voice Engagements in Customer Journey
Customer Journey fully supports voice engagements. Salted takes the original call recordings from the source platform, provides transcription and imports them together with available metadata. From that moment and on it works directly with the text that is split into individual turns like in any other communication channel.
For audio replay, all recordings associated with an engagement are listed below the engagement start summary. You can play the engagements from within the customer journey if necessary but most customers just continue working with the transcription only.
Supported Languages
Salted supports the following language for voice transcription: Afrikaans, Amharic, Arabic, Armenian, Assamese, Asturian, Azerbaijani, Belarusian, Bengali, Bosnian, Bulgarian, Burmese, Cantonese, Catalan, Cebuano, Chichewa, Croatian, Czech, Danish, Dutch, English, Estonian, Filipino, Finnish, French, Fulah, Galician, Ganda, Georgian, German, Greek, Gujarati, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Igbo, Indonesian, Irish, Italian, Japanese, Javanese, Kabuverdianu, Kannada, Kazakh, Khmer, Korean, Kurdish, Kyrgyz, Lao, Latvian, Lingala, Lithuanian, Luo, Luxembourgish, Macedonian, Malay, Malayalam, Maltese, Mandarin Chinese, Māori, Marathi, Mongolian, Nepali, Northern Sotho, Norwegian, Occitan, Odia, Pashto, Persian, Polish, Portuguese, Punjabi, Romanian, Russian, Serbian, Shona, Sindhi, Slovak, Slovenian, Somali, Spanish, Swahili, Swedish, Tamil, Tajik, Telugu, Thai, Turkish, Ukrainian, Umbundu, Urdu, Uzbek, Vietnamese, Welsh, Wolof, Xhosa, and Zulu.
Speech Transcription Accuracy
Excellent ≤ 5% WER
Bulgarian, Catalan, Czech, Danish, Dutch, English, Finnish, French, Galician, German, Greek, Hindi, Indonesian, Italian, Japanese, Kannada, Malay, Malayalam, Macedonian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Spanish, Swedish, Turkish, Ukrainian and Vietnamese.
High Accuracy >5% to ≤10% WER
Bengali, Belarusian, Bosnian, Cantonese, Estonian, Filipino, Gujarati, Hungarian, Kazakh, Latvian, Lithuanian, Mandarin, Marathi, Nepali, Odia, Persian, Slovenian, Tamil and Telugu.
Good >10% to ≤25% WER
Afrikaans, Arabic, Armenian, Assamese, Asturian, Azerbaijani, Burmese, Cebuano, Croatian, Georgian, Hausa, Hebrew, Icelandic, Javanese, Kabuverdianu, Korean, Kyrgyz, Lingala, Maltese, Mongolian, Māori, Occitan, Punjabi, Sindhi, Swahili, Tajik, Thai, Urdu, Uzbek and Welsh.
Moderate >25% to ≤50% WER
Amharic, Chichewa, Fulah, Ganda, Igbo, Irish, Khmer, Kurdish, Lao, Luxembourgish, Luo, Northern Sotho, Pashto, Shona, Somali, Umbundu, Wolof, Xhosa and Zulu.
Playback of Original Recording
Currently playback of voice recordings are supported only for Amazon Connect. Ingest API does not currently support voice recording.
On platforms on which the voice is not supported in customer journey, you can drill down from the customer journey to the original platform.