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- Transcription of audio for voice and video recordings
- Diarization: the ability to separate/identify speakers
- Punctuation and capitalization: the ability to identify the beginning and the end of sentences
- Conversation Search: Includes the ability to search within Transcribed Text, including keyword and phrase searches.
- Language Search: Includes the ability to search for Conversations in a specific (supported and configured language) and also conversations where a Language Switch took place during the conversation.
- Sentiment Search: Includes the ability to search for Sentiment Gradient swings, whereby sentiment changes (for example from positive to negative) during a conversation. In addition, users can search for high occurrences of negative or positive sentiment in a given conversation.
- Topic Search: Includes the ability to search for conversations that include IV derived Key Topics.
- Search Results: Search grid includes; Topics, Sentiment Information, Language Switches and Spoken Languages
- Conversation View: Includes a new tab for Analytics. This will present Topics, Sentiment Information, Language Switches and , Spoken Languages, and Summary to the user. In addition, the user can interact with the Topics and use this to navigate and jumpto the point in the conversation relative to the topic.
- Support for multiple languages, see https://intelligentvoice.com/languages/
- Adaptation/customization of automatic speech recognition (ASR) models (Model adaptation is the process of taking an existing ASR model and adapting it to suit a specific use case, by incorporating new words and new patterns of speech. Speech recognition models reflect the patterns of speech in the training dataset they were built with. The general ASR models distributed by Intelligent Voice reflect the patterns of speech in the general population of the region. Improved results can be obtained by tailoring the model to reflect the speech in a given domain.)
- Integrated via REST APIs
- Intelligent Voice solution is deployed separately on-premise or in Verint partner cloud
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- Check with Verba support for the Java keystore password.
- The Intelligent Voice ca-cert.pem certificate can be found in /opt/jumpto/ssl. Copy ca-cert.pem to a convenient location on the Verba Media Repository, for example "C:\IV\ca-cert.pem".
- Open a DOS Admin prompt and change the current directory to "C:\Program Files\Eclipse Adoptium\jre-11.0.16.8-hotspot\bin"
- Type the following command: keytool -import -trustcacerts -alias iv-ca -file "c:\IV\ca-cert.pem" -keystore "C:\Program Files\Eclipse Adoptium\jre-11.0.16.8-hotspot\lib\security\cacerts"
- Check the timestamp has been updated on the "C:\Program Files\Eclipse Adoptium\jre-11.0.16.8-hotspot\lib\security\cacerts" file and that no new cacerts file has been created in the local directory.
- Restart the Verba Conversation UI.
Data processor
Once, the Intelligent Voice platform is available, the required Data Processor has to be created to enable the integration with the Intelligent Voice transcription engine. Follow the steps described in Configuring and running transcription to create the processor and select the Intelligent Voice engine. The following table describes the settings available for an Intelligent Voice data processor:
Configuration item | Description |
|---|---|
| Name | Name of the data processor. This name will identify this processor across the system. |
| Type | Select Speech Transcription |
| Engine | Select Intelligent Voice |
| API Root URL | URL of the Intelligent Voice API (on-prem server or cloud) |
| API User | API user name, the group ID defined in Intelligent Voice |
| API Token | API token |
| Enable Speaker Diarization | Allows separating participants in conversations and producing a dialog like output |
| Transcription Summary | Allows the generation of a 100-500 word summary of the conversation. |
Transcription policy
After creating the data processor, you can follow the guidelines at Configuring and running transcription to configure one or more data management policies.
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