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• 5.3

Speech To Text Integration (STT)

Speech To Text (STT) integration allows your contact center to use speech-to-text functionality to transcribe voice calls and save the transcriptions to interaction records. Full-text transcripts are searchable and include sentiment attributes (if Natural Language Understanding is enabled).

Bright Pattern integrates with STT providers such as IBM Watson, GoVivace, and Google.

Select the type of STT integration

Google Properties

Google's Cloud Speech API converts audio to text. In the Properties dialog, enter the credentials of your Google synchronous STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.

Google synchronous STT integration account properties

Name

The unique name of this integration account (any)

Type

By default, “Google synchronous STT” because you selected this type when adding the account.

URL

By default, https://speech.googleapis.com/v1/

API key

The service key ID that is used to authenticate Google's Cloud Speech API. This is generated when you get credentials for your service account.

GoVivace Properties

In the Properties dialog, enter the credentials of your GoVivace STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.

GoVivace integration account properties

Name

The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.

URL

By default, wss://services.govivace.com/telephony

STT integration uses the secure WebSocket protocol (i.e., "wss"), so only the wss:// prefix is allowed.

API Key

The GoVivace API key

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.

Watson Properties

In the Properties dialog, enter the credentials of your IBM Watson STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.

Watson integration account properties

Name

The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.

Type

By default, “Watson” because you selected this type when adding the account.

URL

By default, wss://stream.watsonplatform.net

STT integration uses the secure WebSocket protocol (i.e., "wss"), so only the wss:// prefix is allowed.

Username

The username (string) that is used to authenticate IBM's Speech to Text service APIs. The username is provided in the service credentials for the service instance that you want to use.

Password

The password (string) that is used to authenticate IBM's Speech to Text service APIs. The password is provided in the service credentials for the service instance that you want to use.

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.

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