Find Key Call Insights in Seconds with Transcript Search

Q: How do you get transcripts of records?

To get transcripts in CloudTalk, follow these steps: 1. Ensure eligibility : Confirm that you are on an Expert or Custom plan and that CloudTalk Support has enabled the Speech-to-Text transcription feature for your account. 2. Create a transcription workflow : Log into your CloudTalk Dashboard, go to Account > Workflow Automations , and click + Add Workflow . Set the trigger to Recording uploaded and the action to Speech to Text . Optionally, add conditions if you want to transcribe only specific recordings. Save and activate the workflow. 3. Create a workflow for exporting transcriptions : Go back to Workflow Automations and click + Add Workflow . Set the trigger to Transcription created and select the appropriate export action (e.g., API request or SMS). If using API, configure the key-value pairs needed to send transcription data to your chosen endpoint. Save and activate this workflow.

Quickly locate specific terms in your call transcripts, review agent compliance and performance. Research key trends to enhance decision-making and drive results.

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Your Solution for Fast and Efficient Call Transcript Analysis

Looking for a quick way to analyze call transcripts? With AI-Powered Transcript Search, you can easily find specific words or phrases in call conversations. This feature streamlines your workflow, boosts efficiency, and provides deeper insights into customer interactions.

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3 Key Reasons to Start Using Transcript Search Today

Boost Productivity

By quickly finding key details in customer calls, you can solve problems faster, improve efficiency, and shorten response times.

Improve CX

Gain deeper insights into customer interactions, uncovering trending issues and better understanding customer needs.

Ensure Compliance

Review if agents follow scripts and comply with regulations, ensuring service quality and regulatory adherence.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

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"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."

Sara Konickova Sales Ops Manager

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What is Transcript Search?

The Transcript Search is an AI-powered feature that helps you find specific words or phrases in transcribed calls with a few clicks. It shows only the calls that match your search and highlights those words in the transcript. It lets you focus on the most important parts of each call quickly and efficiently.

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How Does Transcript Search Work?

Using Transcript Search is like browsing on Google, but instead of searching the whole web, you’re searching through your call transcripts. Conversation intelligence analyzes the content of the calls in real-time, identifying key terms, phrases, and patterns.

When you type a word or phrase, the tool filters in real-time. It finds the call transcript that contain the exact words you’re looking for, just like Google does with your searches.

You can view all the results for a quick overview. Alternatively, you can click on a specific call to explore that conversation further, just like clicking a link to learn more about a topic.

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More Reasons to Love Transcript Search

Make Smarter Decisions

Use the knowledge of common issues, customer feedback, market insights, and performance metrics to improve products, streamline workflows, and make better decisions.

Improve Training

Find real examples of good and bad practices in transcripts to use as training tools. Help agents improve their skills with actual customer scenarios.

Evaluate Performance

Access to conversation transcripts to objectively compare different calls. It makes it easier to provide constructive feedback and track agent performance.

Top 3 Use Cases for Transcript Search

1) Enhance your knowledge base: Find and compile common questions and effective responses to improve self-service options.

2) Improve call routing: Analyze frequently occurring topics to refine automated call distribution systems.

3) Conduct competitive analysis: Identify mentions of competitors to understand market positioning better.

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Set Up Transcript Search in a Breeze

1) Log in to CloudTalk, go to the Analytics section, and navigate to the table showing the call logs.

2) Type what you’re looking for in the search bar. The results will update instantly as you type.

3) In the Call Details section, you can view all the results or click on a specific call to see more details about that call.

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Start Uncovering Key Insights Today.

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Other features you might like

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Call Recording

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Topics Extraction

Track which topics were discussed during your calls to boost communication strategy.

Call Transcription

Analyze and understand your calls by automatically transcribing them with AI.

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

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Have questions?

How to look for a voice transcription?

There are two ways to find an audio transcription: manually searching through call logs and recordings or using the Transcript Search feature. The second option will save you the most time by quickly pinpointing relevant parts of the conversation.

How do you get transcripts of records?

To get transcripts in CloudTalk, follow these steps:
1. Ensure eligibility: Confirm that you are on an Expert or Custom plan and that CloudTalk Support has enabled the Speech-to-Text transcription feature for your account.
2. Create a transcription workflow: Log into your CloudTalk Dashboard, go to Account > Workflow Automations, and click + Add Workflow. Set the trigger to Recording uploaded and the action to Speech to Text. Optionally, add conditions if you want to transcribe only specific recordings. Save and activate the workflow.
3. Create a workflow for exporting transcriptions: Go back to Workflow Automations and click + Add Workflow. Set the trigger to Transcription created and select the appropriate export action (e.g., API request or SMS). If using API, configure the key-value pairs needed to send transcription data to your chosen endpoint. Save and activate this workflow.