What Is Call Transcription?
Call transcription converts a phone conversation into written text, either live during the call or after it ends. Transcripts make calls searchable, power AI summaries and sentiment analysis, and give managers a fast way to review conversations without listening to full recordings.
How it works in Salesforce
Speech recognition processes the call audio and separates the speakers, so the transcript shows who said what. The transcript is then saved to the Salesforce record linked to the call, usually alongside the recording and call log.
Teams use transcripts to:
- Generate call summaries and next steps automatically.
- Detect customer sentiment and flag difficult calls.
- Coach agents with real examples.
- Search past conversations for keywords, such as a competitor's name or a compliance phrase.
Real-time transcription goes a step further: agents and managers can see the text during the call, and AI can suggest answers while the customer is still talking. Because transcripts contain customer data, access should follow the same permissions as recordings.
Example
After a discovery call, the rep opens the Opportunity and finds the full transcript, an AI summary and the next steps already saved, ready to share with the account executive.
How 360 CTI handles it
360 CTI transcribes calls in real time with multilingual support and sentiment detection, and writes transcripts and summaries to the Salesforce record. See the Call Transcript and AI Insights guide and AI Call Automation.
Related questions
Follow-up questions
Is call transcription accurate?
Modern speech recognition is accurate for most business calls. Accuracy drops with poor audio, heavy background noise or very fast cross-talk.
Where are transcripts stored in Salesforce?
On the record linked to the call, typically with the call log and recording.
Can transcription work in other languages?
Yes, with multilingual transcription. 360 CTI supports transcription in multiple languages.
See how 360 CTI handles this in your Salesforce org.