Announced on | Rollout starts | Rollout ends |
February 3, 2025 | February 3, 2025 | February 14, 2025 |
We're excited to introduce the following new features for the Zendesk Talk transcription service:
- Automatic speaker labeling: Your transcripts will now identify who is speaking (agent or customer) during phone conversations.
- Keyword boosting: Highlight specific words, such as product names or industry terms, to improve recognition and accuracy in transcriptions.
- Automatic redaction: Automatically redact personally identifiable information (PII) and payment card industry (PCI) data from your transcriptions. (requires the Advanced Data Privacy and Protection add-on).
This announcement includes the following topics:
What is changing and why?
Until now, Zendesk's speech-to-text transcription service has not labeled speakers in call recording transcriptions. Going forward, it will automatically label who is speaking, agents or customers, so you won't have to figure out who said what in the transcript.
With the keyword-boosting feature, you can specify important words that may appear in the audio. This helps the transcription service focus on these words for better accuracy. Certain words, such as jargon, names, or industry-specific terms, can be difficult for speech-to-text technology to transcribe. You can improve transcription accuracy by identifying these unique words in advance.
Zendesk is committed to providing every customer with a high level of security. The Advanced Data Privacy and Protection add-on offers extra security for customers with more stringent data protection needs. The PII and PCI redaction feature for call transcripts automatically redacts PII data such as names, locations, and social security numbers. Using the PCI redaction setting, you can also redact sensitive credit card information, including card numbers, expiration dates, and CVV codes.
What do I need to do?
If you subscribe to the Advanced AI add-on or the Zendesk QA add-on, you can turn on call transcription and summarization on the Talk settings page in Admin Center. Call transcripts will then automatically include speaker labels.
To use keyword boosting, activate this setting on the Talk settings page in Admin Center. Once it's turned on, you can enter a list of keywords that will be prioritized in future transcriptions.
If you have the Advanced Data Privacy and Protection add-on, you can also enable redaction for personally identifiable information (PII) and payment card industry (PCI) data in your transcriptions through the Talk settings page in the Admin Center.
There are additional costs involved in recording and transcribing phone calls. See Zendesk Talk number availability and pricing page for more information.
Where can I find more information?
For more information, see Zendesk Talk call transcription and summarization FAQ.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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