AI Call Transcription
Introduction
Every conversation your team has with a customer is packed with valuable information — objections, questions, commitments, and compliance details. But once the call ends, memories fade and notes only capture a fraction of what was actually said. That is exactly why AgentTech Dialer includes AI Call Transcription: a powerful feature that automatically converts every phone call into a searchable, readable text transcript, both in real time while the call is happening and after the call ends.
Whether you are an agency admin reviewing agent performance, a supervisor coaching your team, or an agent who wants to revisit exactly what a customer said, AI Call Transcription gives you a word-for-word record you can trust.
In this guide, you will learn how to enable transcription, how to use real-time and post-call transcripts, where to find them, and tips for getting the best possible accuracy.
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Enabling AI Call Transcription
Before transcription can begin, an agency administrator needs to turn the feature on. Here is how:
- Navigate to Agency Settings. From the main navigation menu, click on Agency Settings.
- Find the Compliance and Transcription Settings section. Scroll down until you see the settings group labeled Compliance and Transcription Settings.
- Toggle on "Call Transcription." You will see a toggle switch labeled Call Transcription. Click the toggle so that it moves to the on (active) position.
- Save your changes. Your settings will be applied immediately, and transcription will begin for all new calls going forward.
> Note: Enabling transcription does not retroactively transcribe past calls. Only calls made or received after the feature is turned on will have transcripts generated.
Once enabled, transcription works automatically — agents do not need to press any buttons or take any extra steps during their calls.
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Real-Time Transcription During Live Calls
One of the most impressive capabilities of AI Call Transcription is real-time transcription. As an agent is speaking with a caller, the conversation is transcribed live — words appear on screen as they are spoken.
How It Works
- As soon as a call connects, the transcription engine begins listening to the audio stream.
- Words are processed and displayed on the screen within moments of being spoken.
- Both sides of the conversation are captured: the Agent and the Caller are identified with speaker labels, so you always know who said what.
What You Will See
During an active call, the transcript appears as a scrolling text feed. Each line is prefixed with a speaker label:
- Agent: followed by whatever the agent said.
- Caller: followed by whatever the caller said.
The transcript updates continuously as the conversation progresses. New lines appear at the bottom, and the display scrolls automatically so you can follow along.
Who Can See Real-Time Transcription
- Agents can see their own live transcription during their call on the dialer page.
- Supervisors and Admins may view live transcription when monitoring calls, depending on their access permissions.
Why Real-Time Transcription Matters
Real-time transcription is not just about having a written record. It powers other features in AgentTech Dialer:
- AI Sales Coach reads the live transcript to generate contextual coaching suggestions in real time (more on this in the AI Sales Coach article).
- Live Compliance Monitoring can flag potential issues as they happen, rather than waiting until the call is over.
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Post-Call Transcription
After a call ends and the recording has been processed, AgentTech Dialer automatically generates a post-call transcript. This version of the transcript offers several advantages over the real-time version:
Higher Accuracy
Post-call transcription processes the complete audio recording rather than streaming fragments. This means the system has full context and can produce a more accurate, polished transcript. Words that may have been difficult to catch in real time are re-evaluated and corrected.
Speaker Diarization
Post-call transcripts include full speaker diarization, which means the system precisely identifies and labels each speaker throughout the entire conversation. Even when speakers talk over each other or there are brief interruptions, the post-call processing separates and attributes speech to the correct participant.
Automatic Generation
You do not need to do anything to trigger post-call transcription. As soon as a call recording is processed, the transcript is generated automatically and attached to the call record. There is no queue to manage and no buttons to click.
When Post-Call Transcripts Are Available
Post-call transcripts are generated for any call that has a recording of 30 seconds or longer. Very short calls (under 30 seconds) typically do not contain enough meaningful content to warrant transcription and are excluded automatically.
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Viewing Call Transcripts
Finding and reading a transcript is straightforward. Here is the step-by-step process:
Step 1: Open Call Logs
Navigate to Call Logs from the main navigation menu. This page lists all calls made and received by your agency, with columns for key details like caller information, agent name, date and time, duration, and status.
Step 2: Find the Call You Want
Use the search and filter tools on the Call Logs page to locate the specific call you are interested in. You can filter by:
- Date range
- Agent name
- Caller phone number
- Call status
- And other criteria
Step 3: Click "View Transcription"
Once you have found the call, look for the View Transcription button on the call row. This button is available for any call that has a recording of 30 seconds or longer.
> Tip: If you do not see the View Transcription button, the call recording may be shorter than 30 seconds, or transcription may not have been enabled at the time of the call.
Step 4: Review the Transcript on the Call Transcript Page
Clicking View Transcription opens the Call Transcript page. Here is what you will see:
- Header: Displays the Call ID for reference, along with a Back to Call Log button to return to your previous view.
- Call Info Bar: A horizontal bar showing key call details at a glance:
- Agent: The name of the agent who handled the call
- Date & Time: When the call took place
- Duration: How long the call lasted
- Status: The disposition or outcome of the call
- Transcript Content Area: The main body of the page, displaying the full transcript with speaker labels (Agent and Caller) clearly marking who said each part of the conversation.
The transcript is displayed in a clean, readable format that makes it easy to scan through the conversation, find specific sections, and understand the flow of the dialogue.
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How Transcripts Power Other AI Features
AI Call Transcription is not a standalone feature — it is the foundation that makes several other powerful tools possible:
Compliance Analysis
When AI Compliance is enabled, the system uses the call transcript to automatically evaluate the conversation against your compliance questions. Without a transcript, compliance analysis cannot run. Every compliance score, every passed or failed question, and every compliance report is built on top of the transcript.
AI Sales Coach
The AI Sales Coach feature reads the real-time transcript during live calls to understand the context of the conversation. Based on what the agent and caller are discussing, it generates coaching suggestions that appear in the coaching panel. The quality of coaching depends directly on the quality of the transcript.
Searchable Records
Transcripts make your call history searchable. Instead of listening through hours of recordings to find a specific moment, you can scan text transcripts quickly and efficiently.
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Role-Based Access to Transcripts
Not everyone in your organization can view every transcript. AgentTech Dialer uses role-based access controls to ensure the right people see the right information:
- Agency Administrators have full access to all transcripts across the agency. They can view any call's transcript regardless of which agent handled it.
- Supervisors can view transcripts for calls handled by agents they supervise. This supports coaching and quality assurance workflows.
- Agents can view transcripts of their own calls. This helps them review their conversations, recall details, and improve their performance over time.
These access controls ensure that sensitive call information is only visible to those who need it.
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Tips for Getting the Best Transcription Accuracy
AI transcription is remarkably accurate, but there are steps you and your team can take to maximize quality:
Use Quality Headsets
A good headset with a noise-canceling microphone makes a significant difference. The clearer the audio input, the more accurate the transcript. Recommended headset features include:
- Noise-canceling microphone to reduce background sounds
- Over-ear or on-ear design to minimize audio bleed
- USB or high-quality wireless connection for consistent audio quality
Speak Clearly and at a Moderate Pace
Agents should speak clearly and avoid mumbling or speaking too quickly. While the transcription system handles natural speech patterns well, clear enunciation improves accuracy, especially for:
- Names and proper nouns
- Phone numbers and account numbers
- Technical terms or product names
Minimize Background Noise
A quiet work environment leads to better transcripts. If your team works in a noisy call center, consider:
- Providing noise-canceling headsets
- Using sound-dampening panels or partitions
- Designating quieter areas for important calls
Ensure Stable Internet Connectivity
Real-time transcription requires a steady internet connection. If your connection drops or fluctuates, the real-time transcript may have gaps. Post-call transcription, which works from the recording, is not affected by connectivity issues during the call.
Review and Feedback
Periodically review transcripts for accuracy. If you notice consistent issues with certain words, names, or phrases, this feedback can help you adjust your approach — for example, you might coach agents to spell out unusual names or use the NATO phonetic alphabet for critical details.
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Frequently Asked Questions
Q: Does enabling transcription affect call quality or performance?
A: No. Transcription runs in the background and does not impact the call audio quality or the dialer's performance. Agents and callers will not notice any difference.
Q: Can I download or export transcripts?
A: Transcripts are accessible through the Call Transcript page in the platform. Check your agency's export options for saving transcript data.
Q: Are transcripts available for inbound and outbound calls?
A: Yes. Both inbound and outbound calls are transcribed when the feature is enabled, as long as the recording meets the 30-second minimum duration.
Q: What happens if I disable transcription?
A: Existing transcripts remain available and are not deleted. However, new calls will no longer be transcribed until the feature is re-enabled.
Q: How quickly is a post-call transcript available after the call ends?
A: Post-call transcripts are typically generated within a few minutes after the call recording is processed. The exact timing may vary depending on call length.
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Summary
AI Call Transcription transforms your calls from fleeting conversations into permanent, searchable records. With both real-time and post-call transcription, speaker identification, and seamless integration with compliance and coaching features, it is an essential tool for any agency that wants full visibility into their customer interactions.
To get started, simply enable the Call Transcription toggle in your Agency Settings under Compliance and Transcription Settings, and every call from that point forward will be automatically transcribed.
Last updated: February 23, 2026