Voice Intelligence Onboarding Guide

A Voice Intelligence Transcript resource represents a transcribed voice conversation. Creating a new Transcript resource initiates the transcription process for a specific recording's audio. In addition to call recordings, Real-Time Transcriptions can now be persisted in Voice Intelligence. You can transcribe recordings made via Twilio and recordings stored outside Twilio.

The following table lists the current language support for Voice Intelligence Transcriptions.

• PII redaction from Transcripts is available for all supported Transcription languages.
• PII redaction from media recordings is available only in en-US.
• For Operator language support, see the Multilanguage support section of the Language Operators page.

Language Operators use artificial intelligence and machine learning technologies to provide additional analysis and insights on your Transcripts.

Voice Intelligence supports two types of Language Operators:

• Pre-built Language Operators: Operators created by Twilio or trained using third-party AI models.
• Custom Operators: Operators you create on your Account.

You can add and configure Language Operators to a Service using the Twilio Console or the Voice Intelligence API. For more detailed information, see Language Operators.

A Voice Intelligence Service represents an individual configuration for Transcripts and Language Operators. Services help you organize and centralize the resources needed to efficiently manage transcription and analysis tasks.

Twilio's Voice Intelligence Service allows you to:

• Transcribe a recorded call in the language set for your Service.
• Control and configure the processing of recordings into Transcripts.
• Add one or more Language Operators to your Transcripts to gain insights.

You can create multiple Services within a single Account to suit your needs. To learn more about the different configuration options for a Voice Intelligence Service, see Identify your Service configuration settings.

You must create at least one Service before you can transcribe a recording or add Language Operators to your Transcripts.

Now that you've learned the key concepts of Voice Intelligence, let's start setting it up for your Twilio account.

• Account setup: If you don't already have a Twilio account, create one on the Twilio Sign Up page.
• Sign in: Access your Twilio account through the Twilio Console.
• Note your credentials: If you're planning on using the Voice Intelligence API, note your Account SID and Auth Token because you will need them in future steps.

Determine the following before creating your Service:

• Whether you need automatic transcription for all Voice recordings on your Twilio Account.
• Whether you need to redact Personally Identifiable Information (PII) from the recording media, not just the Transcript text.
• The language you want to use for transcriptions.

Enabling automatic transcription lets you transcribe Voice call recordings without needing to call the Create Transcript Resource endpoint. Enable auto_transcribe through the Service Resource or via the Console by navigating to Voice Intelligence > Services > Settings. You can enable this option at any time during and after the initial Service creation.

The auto_transcribe property doesn't function as expected under these conditions:

• If the Account is PCI-compliant.
• If the recordings are encrypted with a client key.
• If the recordings use external storage.

PII redaction removes personally identifiable information from text transcriptions or media recordings to help protect sensitive data.

Voice Intelligence allows you to redact PII from your voice call recordings and Transcripts. PII redaction utilizes artificial intelligence and machine learning technologies.

Update your Service with auto_redaction = true to automatically redact PII from all Transcripts made on this Service. To automatically redact PII from all recording media sent to the Service, set media_redaction = true.

The LanguageCode set during Service creation determines the Transcription language for all voice call recordings processed by that Service. The default is en-US if no LanguageCode is set.

1. Log in to the Twilio Console.
2. Navigate to Voice Intelligence > Services.
3. Click Create new Service. A pop-up window will appear asking you to:
   • Provide a UniqueName for your Service, such as CustomerSupportTranscription.
   • Add a FriendlyName, a brief description of your Service.
   • Select the language that best fits your needs.
   • Accept the Predictive and Generative AI/ML Features Addendum.
   • (Optional) Select one or more of the following options:
     • PII redaction: Redacts Personally Identifiable Information from your data.
     • Auto Transcribe: Automatically transcribes the recorded voice data.
     • Enable data use (optional): Allows the usage of captured data.
4. Click Create to complete the setup. Your new Service is ready for use.

Next, you can choose between two methods for handling transcriptions:

• Auto Transcribe: Configure your Voice Intelligence Service to automatically transcribe all new Voice call recordings. While this option offers convenience by processing recordings automatically, it doesn't provide fine-grained control over transcript attributes.
• Create Transcripts via API: Use the Transcript REST API to trigger transcription for specific recordings. This method allows for more detailed configuration of transcript attributes by referencing the Twilio Recording SID.

Navigate to Voice Intelligence > Transcripts to view and manage Transcripts. On this page, you can:

• Search for phrases within Transcripts.
• Select the Service(s) to display.
• Select a date range for the Transcripts.
• Review recently processed recordings.

Use the Transcript Resource API to retrieve a list of Transcripts.

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// Download the helper library from https://www.twilio.com/docs/node/install
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const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
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// Find your Account SID and Auth Token at twilio.com/console
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// and set the environment variables. See http://twil.io/secure
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const accountSid = process.env.TWILIO_ACCOUNT_SID;
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const authToken = process.env.TWILIO_AUTH_TOKEN;
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const client = twilio(accountSid, authToken);
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async function listTranscript() {
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  const transcripts = await client.intelligence.v2.transcripts.list({
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    limit: 20,
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  });
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  transcripts.forEach((t) => console.log(t.accountSid));
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}
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listTranscript();

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{
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  "transcripts": [
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    {
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      "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
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      "service_sid": "GAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
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      "sid": "GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
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      "date_created": "2010-08-31T20:36:28Z",
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      "date_updated": "2010-08-31T20:36:28Z",
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      "status": "queued",
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      "channel": {},
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      "data_logging": false,
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      "language_code": "en-US",
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      "media_start_time": null,
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      "duration": 0,
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      "customer_key": null,
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      "url": "https://intelligence.twilio.com/v2/Transcripts/GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
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      "redaction": true,
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      "links": {
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        "sentences": "https://intelligence.twilio.com/v2/Transcripts/GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Sentences",
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        "media": "https://intelligence.twilio.com/v2/Transcripts/GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Media",
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        "operator_results": "https://intelligence.twilio.com/v2/Transcripts/GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/OperatorResults"
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      }
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    }
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  ],
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  "meta": {
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    "key": "transcripts",
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    "page": 0,
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    "page_size": 50,
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    "first_page_url": "https://intelligence.twilio.com/v2/Transcripts?LanguageCode=en-US&SourceSid=REaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa&ServiceSid=GAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa&AfterDateCreated=2019-11-22T23%3A46%3A00Z&PageSize=50&Page=0",
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    "next_page_url": null,
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    "previous_page_url": null,
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    "url": "https://intelligence.twilio.com/v2/Transcripts?LanguageCode=en-US&SourceSid=REaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa&ServiceSid=GAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa&AfterDateCreated=2019-11-22T23%3A46%3A00Z&PageSize=50&Page=0"
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  }
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}

In addition, you can be notified every time that a new Transcript is ready by setting up a Webhook. This is useful if you'd like to take immediate action in your system when a new Transcript is ready. The Webhook is configured at the Voice Intelligence Service level.

You can configure this in Console by navigating to Services > select your Service > click the "Webhooks" tab.

Here, you can provide a Callback URL (where you want to send the request) and an HTTP Method (POST or GET) for the Webhook. To see the signature of the Webhook request body, please see here.

The Webhook payload will contain the transcript_sid, which can then be used to send a follow-up request to fetch transcript sentences.

Note: The transcript_sid from the Webhook payload can also be used to fetch Language Operator results, covered later in this guide.

Pre-built Language Operators are maintained by Twilio and offered for common language analysis use cases. Refer to Pre-built Language Operators for a complete list of available pre-built Operators.

1. Navigate to Voice Intelligence > Services and select your Service.
2. To add a Pre-built Language Operator, click Add next to the Operator entry or click the Operator name and select Add to service. A confirmation message appears upon successful addition.

When creating a Custom Operator, choose between Phrase Matching and Classify Operator Types. Use the following table to determine which option best fits your needs:

1. Navigate to Voice Intelligence > Services and select your Service.
2. Click Create Custom Operator to be redirected to the Select operator type page.
3. Enter an Operator name and select the desired Custom Operator Type: Phrase Matching or Classify.
4. Proceed to the Setup operator page to specify phrases for your Operator to match or classify. Complete the Phrase Set Label, Phrase match type (exact or fuzzy), and Phrases for the Operator to search for. Click Add and then Create to view the newly created Language Operator page.
5. To add the Custom Operator to your Service, click Add to service on the Operator page.

1. Navigate to Voice Intelligence > Transcripts.
2. Select a Transcript to view its details.
3. In the Transcript details, review the results of the Language Operators applied to the Transcript.

Use the OperatorResults Resource API to retrieve analyzed data from a Transcript after applying specific Operators.

1
// Download the helper library from https://www.twilio.com/docs/node/install
2
const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3

4
// Find your Account SID and Auth Token at twilio.com/console
5
// and set the environment variables. See http://twil.io/secure
6
const accountSid = process.env.TWILIO_ACCOUNT_SID;
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const authToken = process.env.TWILIO_AUTH_TOKEN;
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const client = twilio(accountSid, authToken);
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async function listOperatorResult() {
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  const operatorResults = await client.intelligence.v2
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    .transcripts("GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")
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    .operatorResults.list({ limit: 20 });
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  operatorResults.forEach((o) => console.log(o.operatorType));
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}
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listOperatorResult();

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{
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  "operator_results": [],
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  "meta": {
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    "page": 0,
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    "page_size": 50,
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    "first_page_url": "https://intelligence.twilio.com/v2/Transcripts/GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/OperatorResults?PageSize=50&Page=0",
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    "previous_page_url": null,
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    "url": "https://intelligence.twilio.com/v2/Transcripts/GTaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/OperatorResults?PageSize=50&Page=0",
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    "next_page_url": null,
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    "key": "operator_results"
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  }
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}

In addition, you can be notified every time that new Operator Results is ready by setting up a Webhook. To do this, you'll use the same Webhook used for notification of new Transcript availability.

If you haven't already done so, you can configure this in Console by navigating to Services > select your Service > click the "Webhooks" tab.

Here, you can provide a Callback URL (where you want to send the request) and an HTTP Method (POST or GET) for the Webhook. To see the signature of the Webhook request body, please see here.

The Webhook payload will contain the transcript_sid, which can then be used to send a follow-up request to fetch Operator Results.

Note: A recommended architecture is to consume the single Webhook in your application, and use the trancription_sid to fetch both the Transcript sentences and Operator Results at the same time.

Integration of Voice Intelligence Transcript and Language Operator Results into your system(s) is critical to leveraging the insights gained from your customer conversations.

There are two main ways to integrate Voice Intelligence into your applications:

• Using the API: Programmatically consume the results in your app using a Webhook + REST API call architecture
• Using Single-Page Applications: Embed single-page applications in your own application with pre-built UIs that mirror the Console

This is the most common and flexible way that you can consume Transcript & Operator Results in your systems.

A Webhook can be set up to notify your application when new Transcripts / Operator Results are ready. Your application can then make a REST API call to fetch the results. This model is covered in more detail in the above sections.

Embed pre-built single-page applications in your own application to view Voice Intelligence Transcripts:

• Transcripts single-page application: View and filter the list of Transcripts.
• Transcription Viewer single-page application: View the content of individual transcripts and Language Operator results.