--- title: Transcription Features slug: transcription-features description: Introducing ElevateAI, the ultimate contact center solution offering precise speech-to-text transcription. With advanced transformer-based technology, this system delivers high accuracy when transcribing calls. Rest assured, your personal information is p docTags: createdAt: 2022-06-14T14:59:17.000Z --- # // Introduction **Accurate transcription** is essential for downstream analytics, making **speech-to-text (STT)** one of the most valuable capabilities in modern contact center solutions. Yet call center audio presents unique challenges – such as background noise, overlapping conversations, and telephony limitations that affect quality. **NiCE ElevateAI **addresses these challenges with decades of research and billions of real-world contact center interactions. Our platform delivers** high-accuracy conversational transcripts** through two purpose-built models: - **CX Model** – optimized for contact center environments - **Echo Model** – next-generation transcription for global, multilingual use cases **Transcript formats available:** - **[Phrase-by-phrase](docId\:Lb05bq-53XEiIWV5lXi9k)** - **[Punctuated, sentence-by-sentence](docId\:ETiGRCBkICBUnyR5t0RYg)** This flexibility ensures seamless integration into **analytics**, **compliance**, and **customer experience (CX) workflows**. # // Transcription Models ## What's New - **November 2024 →** We introduced **Echo**, our next-generation transcription model. Built for accuracy at scale, Echo delivers up to **40% higher accuracy** than our original CX model, ensuring superior transcription quality across a wide range of use cases. - **July 2025 → **We expanded Echo with the launch of **Echo Real-Time Transcription**, enabling enterprises to capture conversations instantly with the same industry-leading accuracy. Use our new **[Fast Start Program](https://docs.elevateai.com/#iwwlY)** to try Echo today – no contract, no credit card required. Explore both **real-time** and **post-call** transcription with 10 free interactions per day. *** ## Transcription Models at a Glance **Choose the ElevateAI transcription model** that best suits your workflow: | **Model** | **Best For** | **Key Strengths** | | -------------- | ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **CX Model** | Contact center environments | - Optimized for multi-speaker conversations
- \<10% WER on call center audio
- Real-time sentiment & compliance insights | | **Echo Model** | Global, multilingual transcription | - 40% accuracy improvement over benchmarks
- 50+ languages & dialects with auto-detection
- Scales for high-volume workflows | - **When to use CX** → Customer service conversations, compliance/QA, and real-time insights monitoring - **When to use Echo** → Multilingual transcription, global media (interviews, podcasts, videos), and enterprise workflows at scale :::hint{type="info"} **PRO TIP**: Many enterprises combine both models – using **Echo **for fast, accurate real-time transcription across global operations and **CX** for complex contact center interactions enriched with Enlighten AI and CX AI insights. ::: ## Selecting the Echo Model To use the Echo Transcription model, add the body parameter **`model`** to your POST declare and set the value to **`echo`** when declaring an interaction. :::hint{type="danger"} **NOTE:** Currently, **the Echo model does not perform redaction**. Future releases will continue to move Echo towards feature parity with the CX transcription model; [access the latest ElevateAI Release Notes](https://docs.elevateai.com/changelog). ::: ## Switching Between Echo and CX Models - Our original, purpose-built **CX model** can be used by omitting the model parameter or setting it to `cx` # // PII Redaction **Personally Identifiable Information (PII)** such as social security numbers, credit card numbers, and CVV/CVC numbers is **automatically redacted** before a transcript is stored or returned. :::hint{type="info"} **IMPORTANT:** PII redaction is available **only with the CX transcription model**. The Echo model does not currently support PII redaction, and any media processed with Echo will not be redacted. ::: When retrieving either a [Phrase-by-phrase](docId\:Lb05bq-53XEiIWV5lXi9k) or [Punctuated Transcript](docId\:ETiGRCBkICBUnyR5t0RYg), details on each redacted segment – including timing, type, and confidence score – are also returned. :::::VerticalSplit{layout="middle"} ::::VerticalSplitItem :::hint{type="info"} **Remember:** All source data is deleted immediately and promptly upon processing. Please refer to our [Data Retention & Security Guidelines](https://docs.elevateai.com/overview#MYWqd) for additional details. uidelines for additional details. ::: :::: ::::VerticalSplitItem :::CodeblockTabs Sample Transcription Output ```json { ... "redactionSegments": [ { "startTimeOffset": 1467720, "endTimeOffset": 1468030 "result": "CVV", "score": 0.98745 }, ... ] } ``` ::: :::: ::::: *** # // Speaker Labels ElevateAI automatically associates each phrase in a transcript with a participant (**up to two speakers**) in both [Phrase-by-Phrase](docId\:Lb05bq-53XEiIWV5lXi9k) and [Punctuated](docId\:lUBKnfsfjJ9ZA79mM-kdN) transcript formats. ## Speaker Diarization With **Speaker Diarization**, ElevateAI distinguishes between participants in a conversation – delivering cleaner transcripts and enabling more reliable analytics. **CX Model → **Supports automatic speaker diarization for both **Mono (single-channel)** and **Stereo (dual-channel)** audio inputs. **Echo Model → **Recently expanded to support automatic diarization for **Stereo (dual-channel) **audio, with additional capabilities in progress to bring feature parity with the CX model. The system distinguishes between speakers – labeling them as **`participantOne`** and **`participantTwo`** – and tags each phrase accordingly. Key benefits of Speaker Diarization include: - **Improved transcript clarity → **Each speaker's statements are clearly attributed, making transcripts easier to read and review. - **Simplified post-processing → **Accurate labels enable downstream automation for analytics, summarization, and role assignment. - **Enhanced compliance & QA → **Clear speaker separation helps meet regulatory requirements and streamlines quality assurance workflows. :::hint{type="info"} **NOTE:** Diarization currently supports **two speakers** (participantOne, participantTwo) and is automatically applied when using supported models and audio formats. ::: ## Channel Labels For **dual channel audio files** – e.g., a phone recording with the agent and customer on separate channels – ElevateAI automatically associates each phrase with the correct channel. Using stereo recordings does **not affect processing speed or fees**, making it a flexible option for contact center workflows. Leveraging stereo recordings *does not impact* processing speed or fees. - [View pricing information](https://www.elevateai.com/pricing/) - [Learn more about audio, chat, and transcript processing times](https://docs.elevateai.com/#CcDVe) **** **Need more help?** Contact the [ElevateAI Support team](mailto\:support@elevateai.com).