Overview

The Analytics Package combines transcription and AI on demand within a single consumption model, enabling organizations to convert recorded conversations into text and apply AI-driven analysis without additional processing tiers.

Functionality

• Multi-Language Transcription
• Supports transcription across 90+ languages with automatic detection at the start of each call.
• Speaker Identification
• Separates speakers within calls and meetings, enabling structured review of conversations.
• Flexible Processing
• Utilizes multiple transcription engines to align with accuracy and cost requirements.
• Sensitive Data Handling
• Supports masking of up to 10 sensitive data types within transcripts, including PII and ePHI, based on configurable rules.

How It Works

Transcription. Audio recordings are converted into text using speech‑to‑text processing.

• Supports 90+ languages
• Automatic language detection (single language per call)
• Speaker separation for calls and meetings
• Transcript displayed alongside the audio recording

AI On Demand

AI capabilities are available once transcription is enabled and operate directly on transcript data.

• Call summarization
• Sentiment analysis

No separate AI licensing or usage allocation is required; AI processing is included within the analytics package.

Consumption Model

Analytics is delivered as a single package based on transcription usage.

• Purchase transcription capacity in 100‑hour increments
• AI capabilities are included within the same allocation
• No separate tracking for AI processing

The package provides a unified approach to transcription and AI without multiple usage meters.

Use Cases

• Post-Call Review
• Read and navigate conversations without replaying audio
• AI-Driven Insight: Apply summarization and sentiment analysis to understand call outcomes
• External AI Integration: Export transcript data for use in external AI or analytics platforms
• Operational Visibility: Provide structured conversation data for reporting, review, and downstream processing

Compliance Significance

The Analytics Package supports controlled handling of sensitive information within transcripts.

• Masking can be applied to defined sensitive data elements, including financial, personal, and health-related information
• Standard patterns such as payment data and identity fields can be automatically detected and redacted
• Custom masking rules can be configured based on organizational requirements
• Redaction is applied directly within transcript output to reduce exposure of sensitive data

These capabilities support organizational compliance objectives related to data protection and privacy requirements without altering the underlying recording.