Jessica Nocera
Welcome to our real-time transcription costing webinar. This is going to be a live workshop. I’m really excited to go through this with Vamshi. He’s got all the insights on real-time transcription and what we’re doing here. If you want to switch to the next slide for me, Vamshi, I’ll introduce myself. I’m Jessica Nocera. I’ve been working here for almost three years. I work with the marketing team and I work closely with Vamshi and his Enterprise Solutions team. Vamshi, could you introduce yourself?
Vamshi Suddapalli
Sure, Jess. Thank you everyone for joining today’s webinar. My name is Vamshi Suddapalli, and I’m a solution engineer at AMC Technology. Here, I work with organizations primarily in modernizing their contact centers, particularly in blending voice platforms with CRMs like Salesforce, ServiceNow, SAP, C Bell, and orchestrating those conversations through our Da Vinci Toolkit. In today’s session, I’ll help you make sense of the real cost behind implementing real-time transcription. It’s not just about the text setup; it’s also about what to expect from infrastructure services. Whether you’re planning a pilot or scaling enterprise-wide, this session will help you make confident, budget-aligned decisions.
Jessica Nocera
Thank you, Vamshi. I think this webinar is going to be really insightful, and if you just joined us, you can go ahead and vote in our poll. Vamshi, it looks like most of us are saying that…
Vamshi Suddapalli
That’s great to see. Let’s dive in.
Jessica Nocera
The biggest myth is that only large enterprises can afford it. But I’m curious, Vamshi, what’s the biggest myth you’ve heard about real-time transcription?
Vamshi Suddapalli
Great question, Jess. One myth I hear often is that the voice channel is outdated or legacy, and that customers should move to digital channels for customer service. But actually, real-time transcription has evolved far beyond just a simple checkbox in the voice channel. It’s now the engine behind real-time agent assist, AI decision-making, and automation. If you’ve heard that real-time transcription is old-fashioned, I encourage you to stick around – you’ll leave with a new perspective.
Jessica Nocera
I’m excited to dive into this. Let’s start by talking about why real-time transcription is on everyone’s radar right now.
Vamshi Suddapalli
Let’s start with the biggest question: Why real-time transcription? First, there’s compliance. One of our enterprise clients in finance was relying on agents to manually take notes during calls, which led to errors – a big problem in finance where audits are strict. With real-time transcription, all calls are automatically documented, summarizing the conversation and storing it in the CRM, significantly reducing audit risks.
Second, there’s live agent coaching. With transcription, supervisors can set up workflows to automatically alert them to red flags like terms such as “cancer,” “lawsuit,” or “I need a supervisor.” This allows supervisors to assist agents in real time, without needing to barge into calls.
Third, real-time transcription enables AI tools, like Salesforce AgentForce and Copilot, to function. Without real-time transcription, these tools can’t operate with real-time data to detect intent, sentiment, and next steps.
Lastly, there’s automation. A large insurance client uses transcription to trigger post-call tasks like sending claims forms or scheduling follow-ups, saving agents time and reducing manual work.
These are just a few examples of why real-time transcription is so valuable, but there are many other ways it can help. We’d be happy to explore your specific challenges and build a solution around them.
Jessica Nocera
Thanks, Vamshi. That’s really insightful. It’s amazing how real-time transcription can drive so many benefits. Let’s keep going. I’m curious—how many of you are already using transcription, even if just post-call? Feel free to drop a “yes,” “no,” or “I don’t know” in the chat.
We’ve covered compliance, coaching, and automation, but what’s the bigger picture? How does real-time transcription connect to AI and automation in practice?
Vamshi Suddapalli
That’s a great question. AI is only as good as the real-time data it receives, and that’s where real-time transcription plays a crucial role. For example, a healthcare provider using Salesforce Voice could enable real-time summaries for agents. Instead of manually taking notes, agents would get automatic summaries based on the conversation, making the process much smoother.
With AI tools like agent assist, agents can get real-time suggestions for next steps based on the transcription. These tools rely on accurate, real-time transcription to provide actionable insights. So, real-time transcription is the bridge between live conversations and automation. Without it, AI tools would be flying blind.
Jessica Nocera
That makes sense. So, transcription is the foundation for agent assist and automation. How does it actually impact teams using these tools in practice? What changes should they expect to see early on?
Vamshi Suddapalli
Great question. The first measurable impact is agent efficiency. One of our customers reduced their average handle time (AHT) by 12%, because agents no longer had to write notes during or after calls. Transcription automatically captures call summaries, saving time and improving efficiency.
Another key metric is onboarding time. One of our clients reduced their agent onboarding time by two weeks, from six weeks to four weeks. This happened because real-time transcription allowed the system to automatically populate customer data, such as shipping status, directly from the conversation, which otherwise would have taken agents longer to find.
Third, compliance: In industries like finance and insurance, real-time transcription reduced audit findings by 35%. The system automatically captured the necessary information required for audits, streamlining the process.
Finally, quality scores. Supervisors reported a 10–15% improvement in QA scores because they could review live transcripts, coach agents in real-time, and address problem areas immediately.
Jessica Nocera
This is all really valuable information, Vamshi. Now, I’m sure many of us are wondering, what does this actually cost? We’ll dive into that next. Vamshi, could you walk us through the real-time transcription cost calculator and explain a customer scenario?
Vamshi Suddapalli
Sure! This calculator helps estimate the costs of real-time transcription based on key factors like the number of agents, average call length, and how many calls they handle per day. For example, if a customer has 30 agents handling 13,800 calls per month, with an average call length of 110 minutes, the monthly cost would be about $1,766, depending on the transcription provider they choose. The tool can also compare costs between different providers, like Google Cloud, Azure, and others, helping businesses make informed decisions.
Jessica Nocera
That’s great! And how should teams balance speed vs. accuracy when comparing providers?
Vamshi Suddapalli
Both speed and accuracy are important. Speed ensures real-time transcription, which is crucial for powering automation and agent assist tools. Accuracy is also critical, especially if you’re working with different languages or specific industry terms. We recommend researching each provider’s success rate in the languages you’re using, as well as ensuring the provider can handle your network infrastructure without latency issues.
Jessica Nocera
Thanks, Vamshi. When teams reach out for a one-on-one session, what can they expect from the experience?
Vamshi Suddapalli
In a one-on-one session, we’ll work to understand your specific needs and challenges, and discuss how real-time transcription can help solve them. We’ll walk through your use cases, review the potential ROI, and help you implement the solution in your environment.
Jessica Nocera
Awesome! Thank you, Vamshi, for walking us through everything. If you’d like a deeper dive into real-time transcription or a personalized costing session, feel free to reach out. We’re here to help!
Vamshi Suddapalli
Thank you! I’m looking forward to helping more teams unlock the power of real-time transcription and AI.
