Transcribe Calls with Amazon Transcribe

Use Amazon Transcribe to transcribe calls in real time. With Amazon Transcribe, transcriptions are capped at 15 minutes because of a Lambda function limitation.

Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in: Sales Cloud, Service Cloud, and Government Cloud as an add-on license. Government Cloud is supported only on Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect.


Ease of Implementation	Medium
Estimated Time to Implement	45 minutes

For a list of supported transcription languages with Amazon Transcribe, see the Amazon documentation.

Set Up Call Transcription with Amazon Transcribe

To set up real-time call transcription with Amazon Transcribe, configure the Amazon Connect contact flow to invoke the kvsConsumerTrigger Lambda function, and verify the Amazon AWS region and service quota settings.
Improve Amazon Transcribe’s Transcription Accuracy with Custom Vocabulary and Filters

Use a custom vocabulary to ensure that your transcript displays terms with the correct spelling and capitalization. Use vocabulary filters to filter or mask unwanted content, like profanity.
Amazon Transcribe’s Transcription Languages Supported by Salesforce Voice

Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect support multiple languages.

See Also