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Wingman transcribes recorded calls by using an Automatic Speech Recognition system to identify speakers and turn speech-to-text, Wingman then passes each transcript through Natural Language Processing (NLP) algorithms for contextual analysis.
Too jargony? Read more about Wingman's transcription accuracy here.
Which languages does Wingman support for transcription?
Wingman supports transcription in 16 languages. To activate multi-language support, reach out to support@trywingman.com or your Customer Success Manager.
Notes:1. You can configure up to 4 languages per team. An org using Wingman can set up multiple teams.
Here’s a full list of supported languages:
1 | English US |
2 | English GB |
3 | English IN |
4 | Spanish |
5 | Portuguese |
6 | Swedish |
7 | French |
8 | Dutch |
9 | German |
10 | Italian |
11 | Norwegian |
12 | Russian |
13 | Romanian |
14 | Polish |
15 | Danish |
16 | Japanese |
17 | English Global |
When should we opt for multi-language transcription?
Multi-language support is helpful in these situations:
When recording users at your company speak a variety of languages
When recording users interact with prospects in regions that speak a different language.
Transcription accuracy
Transcription in English is the most accurate (85%) compared to other languages, which are relatively lower.
Why?
Transcription technology depends on accumulating datasets for languages that aid in its ability to accurately convert speech-to-text. And since English is widely spoken, it has the largest data sets available for training speech-to-text models.
How do I set up multi-language transcription?
Notes:
1. Only users who are admins can edit multi-language transcription settings.
2. Reps and Managers can be granted admin access.
3. The default transcription language is set to English
To setup multi-language transcription for your org, do this:
Go to ‘Recorder settings’ in ‘Workspace settings’.
Scroll to ‘Transcription Language Settings’ and then ‘Global Transcription Languages’.
Click the drop-down menu and select upto 4 languages you want transcription for
Once you complete this step, the selected languages will be the primary transcription mode for all users and teams.
To setup multi-language transcription for teams, do this:
Note:
1. Teams that set up transcription under ‘Team-Level Configuration’ must select all languages that are expected to be spoken, even if already selected at the global level.
2. Teams are structured based on their reporting Managers. Example: John’s Team, Kathy’s Team. Select teams accordingly.
Go to ‘Recorder settings’ in ‘Workspace settings’.
Scroll to ‘Transcription Language Settings’ and then ‘Team Level Configuration’.
Select a team
Add or delete members from the team as required.
Use the drop-down to select the languages you want transcription for based on team requirements. Example: Set up unique transcription for teams in APAC and EMEA regions.
How does Wingman select transcription language for calls?
Note: If no language is selected, Wingman will default transcription to English.
Wingman selects the transcription language based on the following scenarios:
If the call has an internal organizer
Note:An organizer who is a Wingman user will be considered internal.Wingman selects the call organizer’s language. If no language is assigned to the call organizer, Wingman will pick the language of the nearest manager in the hierarchy.
If the call doesn’t have an internal organizer.
Wingman will pick up to 4 languages based on the languages set for the internal participants of the call. In case of a tie, Wingman will pick a language at random.
Example:
Internal user ‘A’ has no languages assigned. so the default language English is selected.
User B has German, Spanish, French, and Dutch assigned.
User C has no language assigned, but her manager has Spanish, Dutch, and English assigned.
So, here’s the breakdown of how many users speak each language:
English: 2
Spanish: 2
Dutch: 2
French: 1
German: 1
English, Spanish and Dutch qualify as the top 3 languages spoken. In case of a tie, like between French and German, Wingman selects a random language.
Reach out to support@trywingman.com for any other queries.