Voice Intelligence

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Legal Notice

Voice Intelligence uses artificial intelligence and machine learning technologies. By enabling or using any of the features or functionalities within Programmable Voice that are identified as using artificial intelligence or machine learning technology, you acknowledge and agree that your use of these features or functionalities is subject to the terms of the Predictive and Generative AI/ML Features Addendum.

Voice Intelligence is not PCI compliant or a HIPAA Eligible Service and should not be used in Voice Intelligence workflows that are subject to HIPAA or PCI.

Voice Intelligence makes the conversations that you are having with your customers actionable by using artificial intelligence and machine learning technology to turn the content of Voice conversations into structured information that can drive business processes. Customers are using Voice Intelligence today to enrich customer profiles, optimize lead generation campaigns, address compliance issues, and assess agent performance across every one of their calls.

Voice Intelligence currently incorporates the following features:

Transcriptions — An API that provides high-quality, low-cost transcriptions for dual-channel recordings created with Twilio products like Programmable Voice and Flex, as well as dual-channel recordings from third-party PBXes and contact center products.
Language Operators — A platform for creating and using Language operators that turn text conversations into structured information. Right now there are a number of Prebuilt Operators ready for you to use .

Apps for Voice Intelligence

We offer a number of prebuilt web apps that can be easily incorporated into your web UI to present and work with transcriptions.

Transcription Viewer — Read specific transcripts.
Transcripts App — Look through a set of transcripts for the ones that interest you most.

Learn more about API resources

To create and work with transcripts you'll use the following API resources:

Service — Instantiate the backend you'll use to transcribe conversations.
Transcript — Create transcripts from recordings stored on Twilio or elsewhere.
Transcript Sentences - Get the Sentences of a transcript
Transcript Media - Get the original or redacted media urls
Operator - Get the details of Language Operators
CustomOperator - Create and manage Custom Operators
PrebuiltOperator - Get the details of Prebuilt Language Operators
OperatorResults - Get the Language Operator results of a transcript
OperatorType - Get the Type of a Prebuilt or Custom Operator