• Official comment

  Sean Chuang

  • October 12, 2022 08:45

  Zendesk Product Manager

  Hello Bhagyaraju,

  Thank you for your question. Real time voice transcriptions is something that is on our short term roadmap. As we move to finalize requirements, we will keep the community updated.

  Thank you for your patience.

  Sean

• Oliver Cyples

  • November 15, 2022 17:28

  Hi Sean Chuang just wondering if there was an update on the release for this feature please? This will be massively beneficial for us.

• Sean Chuang

  • November 16, 2022 09:25
  • Edited

  Zendesk Product Manager

  Hello Oliver Cyples,

  Thank you for the interest. Let us reach out to you to get a deeper understanding of your use case. Someone will reach out to you.

  Thanks,

  Sean 

• Oliver Cyples

  • November 16, 2022 09:41

  Hey,

   

  That'd be great thank you. As a brief overview we have subject access requests and have a team who need to manually transcribe all the calls required; obviously this is very time consuming for them and this would save them a lot of time.

   

  Thanks

• Tim Sulzberger

  • November 18, 2022 02:04

  Hi, We could also benefit from native transcription within Zendesk, as we see it as an opportunity for more Voice of Customer feedback analysis, sentiment analysis, and quality assurance. And creative opportunities exist for ML and automations based on voice analytics.

  While its not a critical must have right now, we see it as a factor when comparing vendor offerings for voice analytics.

• Tim Sulzberger

  • April 21, 2023 03:48

  We will also benefit from native call transcription. It is an enabler for further auto sentiment and automated summarisation

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