The difference between call transcription and voicemail transcription within the Diabolocom solution is as follows:
Call Transcription: This functionality applies to real-time conversations between a customer service agent and a customer. Diabolocom’s artificial intelligence transcribes these live exchanges, providing a written text of the conversation. This is useful for analyzing interactions, reducing post-call processing time and documenting customer exchanges.
Voice Message Transcription: This function focuses on voice messages left by customers outside customer service hours. AI transcribes these messages into text, enabling agents to quickly read the message content without having to listen to each recording. This transcription facilitates the management of customer queries, improves customer service responsiveness and helps organize follow-up priorities.