Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
| Also required | AI+Data Boost |
| Access | WMS administrator |
Have calls and meetings transcribed and summarised automatically, and know what that costs you in included hours.
Tell people first
Before switching anything on, decide how you will inform customers and colleagues that conversations are transcribed. In most countries that is a legal requirement, not a courtesy, and the obligation sits with you rather than with us or with Wildix.
An announcement at the start of a call is the usual answer. We can add one for you.
Post-call or real time
Transcription runs in one of two modes, and which one you get by default depends on your product.
- Collaboration 7 uses post-call by default. The transcript is produced once the conversation has ended.
- x-bees and x-hoppers use real time by default, so the text appears while people are still talking.
Both modes can run on the same system, so you do not have to choose one for everybody.
Post-call is the cheaper mode. An AI unit covers two hours of post-call transcription against one hour of real time. If nobody needs to read along live, post-call gets you twice as far on the same allowance.
Turning it on
Transcription is switched on per dial plan rule, so we set it up. Tell us which calls should be transcribed, whether you want post-call or real time, and whether an announcement should play first.
Watch the allowance
Transcription, voicemail transcription and AI agents all draw on the same pool of AI units at company level, not per user. Past the allowance, extra capacity is added automatically so nothing stops mid-call, and it is chargeable. Decide deliberately whether to transcribe every call or only the ones that matter.
Where transcripts appear
In the conversation the call belongs to. That is also what makes the AI Assistant useful: without a transcript it has nothing to summarise or search.
Accuracy
Transcription is good, not perfect. Accents, crosstalk and background noise cost accuracy, and numbers and names are where errors do the most damage. Treat a transcript as a reliable record of the conversation and an unreliable record of a quoted figure.
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