Real-time Transcription
for Actionable Intelligence

Seamlessly capture every interaction so teams stay focused and compliant while armed with actionable in-the-moment insights as they happen.

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Real-time Voice Transcription for ServiceNow | RTT | 3CLogic

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Never miss a word. Instant call transcripts
Immediate Conversion of Conversations into Intelligence

Unlock industry‑leading accuracy with live‑streamed voice transcripts and instant, timestamped summaries, so agents capture every detail without missing a beat.
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Out-of-the-box multilingual support
Global Accessibility and Multilingual Support

Leverage voice transcription for 30+ languages and dialects, empowering teams to deliver seamless, consistent service across every global market, with zero setup required.
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Configurable auto-redaction
Enhanced Compliance and Data Security

Automatically mask or remove sensitive data (SSN, DOB, payment details, long numeric strings, etc.) to meet compliance requirements.
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Actionable insights with real-time dashboards
Real-time Insights and Proactive Interventions

Perform live sentiment analysis to detect negative tones or critical keywords and enable real-time alerts, trend tracking, and proactive interventions.
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Real-time agent recommendations
Agent Empowerment and AI Assistant

Accelerate resolution times and streamline agent performance with real-time ServiceNow knowledge base searches and recommendations.
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Complement existing ServiceNow investment
Seamless Integration with ServiceNow Ecosystem

Seamlessly embed real‑time call transcripts directly into ServiceNow agent workspaces, auto‑populating tickets, powering keyword & trend analysis, while instantly feeding Now Assist post‑call insights – all without ever leaving the Now Platform.

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Reimagining the Agent Experience with 3CLogic’s Voice AI and Real-Time Transcription for ServiceNow

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3CLogic Real-time Transcription: FAQ

Frequently asked questions

1. What is Real-time Transcription, and why is it important for customer service?

Real-time Transcription (RTT) is the immediate conversion of spoken conversations between agents (virtual or live) and customers into text. The feature enables live monitoring for compliance, real-time agent support, and live sentiment analysis, offering more effective and timely feedback than post-call alternatives. By providing full context of prior interactions, it also ensures a seamless customer experience during any call transfers to reduce the need for customers to repeat their issue.

2. What are the key challenges organizations face in customer experience that real-time transcription aims to solve?

Organizations face several challenges, including:

Excessive Manual Post-Call Work: Agents spend significant time documenting call details, leading to inefficiency and potential inaccuracies due to recall difficulties.
Low Visibility into Live Interactions: Supervisors can only review calls after they're over, missing opportunities for real-time assistance or coaching, which makes feedback less effective.
Disjointed Customer Journeys: Customers often have to repeat information when transferred between agents or departments, leading to frustration and inefficiency.
Inefficient and Incomplete Quality Assurance (QA): QA teams are typically limited to reviewing a small sample of calls after the fact, making it difficult to assess 100% of interactions for quality and training purposes.

3. How does 3CLogic's Voice AI and Real-time Transcription integrate with ServiceNow to enhance the agent experience?

3CLogic's Voice AI and Real-time Transcription are purpose-built for ServiceNow, providing a seamless integration that enhances the agent experience. It enables Voice AI agents to handle inbound calls, automatically creating records (e.g., Case, Incident, Service Request, etc.) within ServiceNow. When a call is routed to a live representative, they receive the full interaction transcript within a single unified ServiceNow agent workspace, along with pre-filled summaries and relevant recommendations. This empowers agents to pick up conversations exactly where they left off, with full context, reducing manual data entry and search time.

4. Can Real-time Transcription be applied to both virtual and live agent interactions?

Yes, Real-time Transcription applies to both virtual agent exchanges (interactions between a customer and a voice bot) and live exchanges with a human agent and the caller. This continuity ensures that the full context of the entire voice interaction, from virtual to live touchpoints, is captured and carried throughout the engagement chain, from virtual agent to different live agents or supervisors.

5. Where is the Real-time Transcription data stored, and how is it used for quality assurance and training?

Real-time Transcription data is stored in ServiceNow, which acts as the primary system of record. After a call concludes, the complete transcript becomes part of the ServiceNow record (e.g., Case, Incident, Service Request, etc.). Additionally, ServiceNow's native Agent Evaluator, powered by AI, can analyze the entire conversation for overall sentiment, communication clarity, and other quality metrics. This allows organizations to evaluate 100% of interactions in near real-time, providing comprehensive data for training purposes, driving dashboards and alerts, and offering effective coaching to agents, rather than relying on sampling.

6. How does 3CLogic's solution address different regional accents and languages for transcription?

3CLogic's Voice AI utilizes best-of-breed transcription capabilities that are constantly evolving. It offers an array of voices and can be programmed to understand and interact in a tremendous number of languages, including regional accents. For example, for English it can account for variations between American English and UK English. This ensures accurate transcription regardless of the caller's dialect or language, making the system adaptable to diverse global customer bases.

7. Beyond real-time transcription, what other contact center capabilities does 3CLogic offer, especially for ServiceNow users?

The AI Studio within the 3CLogic Voice AI Hub provides built-in tools for sentiment analysis and conversation summarization. These features help you quickly understand the overall sentiment of customer interactions and identify key topics and outcomes. This makes it easier to monitor agent performance and gauge customer satisfaction.

8. How does real-time transcription help improve team focus and compliance?

By seamlessly capturing every interaction, real-time transcription frees teams from the need to manually take notes during conversations. This allows them to stay focused on the discussion itself. For compliance, it offers configurable auto-redaction capabilities, automatically masking or removing sensitive data such as SSN, DOB, payment details, and other long numeric strings. This helps organizations meet various regulatory requirements.