Call Transcription for FreePBX
GEN Has had a transcription solution for Asterisk & FreePBX for the last five years, and this solution provides high accuracy voice to text in English, French, German, Spanish, Italian, Japanese, Chinese, Dutch and more with diarization in some languages.
Once the transcription process is complete, a full range of customisable analysis tools are available to turn text into meaningful insights. You can for example, analyse sentiment, rate and score the interaction, ensure certain compliance statements are present, and much more. This is not a standard set of tools, but a custom built set to specifically suit your business needs.
Transcription Solution
Our transcription solution utilises large language models to perform high quality transcriptions of call recordings and optionally renders a summarisation of the call. We use GEN's arkane API to offload the processing, and render fast and accurate results with almost no load on your switch. Generally this transcription is performed overnight as a batch process, but it doesn't have to be and some clients run it as soon as the recording drops.
We support a number of different models to provide different levels of language support, accuracy and features, but these do come with varying costs. We are constantly evaluating newer models and make them available on the platform if they bring unique benefits.
Diarization is supported in some languages, and provides effective analysis of callers on any call, highlighting caller in the transcript but also providing very detailed word by word breakdown within the output file allowing far better secondary analysis of the call.
The code creates four files for every call recording, a JSON file which contains all the information, a .sum file which contains just the summary (if used), a .spk file which contains meta data about the callers identified, and a breakdown transcription, and a .txt file which contains the full text transcription. These files allow for further automated processing since the filename is the same as the call recording, which contains the direction, caller, callee, date, time, and Asterisk CallID. For some clients we package the transcription and call recording together for archival daily, and for others we pass transcriptions through further LLM processing to analyse performance, flag keywords, monitor abuse, and more.
The Module
Once the module is installed, a new option "Transcriptions" will appear in the Reports menu. Selecting this brings up the search screen.
The search is semantic, and supports + and - to include and exclude, quoted phrases, as well as an optional maximum age setting, diarization and summary search. Results are shown in date reverse order (Newest first) together with the call information, the summary (if used), and the full transcription highlighting the searched words. Buttons are provided to download the call recording, copy the transcript, summary or detailed JSON data. A format button switches between a condensed view and a fully expanded view of the transcription.
The example screen capture is a simple search for voicemail, which renders a number of transcriptions over the last 30 days, but we're only showing the first two. You'd be surprised how hard it is to find transcripts on a live system (our own) that we can actually show, but voicemail seems like a good bet.
Diarization & Formatting
Here is a very short excert from a transcription found with the module and copied/pasted here - I have changed the bad words to something else
and actually I can really use this in my daily activities.
SPEAKER_01 That's really good to hear.
Since we're subsequently going to be using this conversation in the docs I'm going to say shoot purely to see if it highlights it.
and we can use the search to find that.
SPEAKER_00 Does it filter bad words?
SPEAKER_01 No by default it does not, but the module should highlight bad words in read, so when someone says
shoot we should see that in red, although I will have to change that to shoot for the docs and site.
Development
We are Asterisk and FreePBX experts, and we're able to integrate this solution with any existing system you may have, or we can build a custom solution as required. We are finding that no two clients are the same with each requiring varied and unique requirements, and this is the preferred option.
Technical Support
Our support packages range from standard Monday to Friday 0900-1730 coverage to premium 24/7 support with a guaranteed 1-hour response time. We understand that every business has unique requirements, which is why we offer flexible service level agreements to ensure you receive the exact level of support you need within your working budget. Our services encompass everything from basic break/fix solutions to full-service configuration and assistance, including proactive monitoring and management of your Asterisk & FreePBX environment.