Find & Replace
// Find & Replace
Find & Replace in ElevateAI Echo Real-Time Transcription (RTT) enables automatic word substitution during transaction processing.
This feature improves transcription accuracy and consistency by correcting recurring misrecognitions and/or enforcing standardized spelling across brands, products, and domains.
A Find & Replace pair consists of a Find Term and a corresponding Replace Term. During real-time transcription, every instance of the Find Term is replaced with the specified Replace Term.
// Use Find & Replace to:
- Ensure consistent capitalization and spelling for brand names and trademarks
- Correct words that the transcription engine often misidentifies
- Standardize use of internal terminology or abbreviations
Example uses of Find & Replace:
FIND Word | REPLACE Word | Behavior |
|---|---|---|
elevateai | ElevateAI | Standardized brand capitalization |
Chris | Christopher | Agent nickname expansion |
Bannana, Inc | <blank> | Redacts the customer name |
// Things to Keep in Mind: Limitations & Behaviors
- The Replace Term is inserted exactly as entered, including capitalization
- Pairs are processed in list order, from top to bottom
- Duplicate Find Terms are not allowed, but duplicate Replace Terms are supported
- A blank Replace Term field will redact the Find Term from the final transcript, by replacing the selected Find Term with the <blank> Replace Term
- Each API token supports up to 100 Find & Replace pairs per language
- Each token may have multiple language lists, but only one list per language
- The phrase limit counter updates automatically as pairs are added and removed
- Find & Replace lists are tied to the API token used when connecting to the API
- Providing descriptive names to your API Tokens will make managing multiple tokens and their associated lists much simpler across your team or enterprise
NOTE: When the 100-pair Find & Replace limit is reached, existing entries must be deleted before adding new ones.
// Using Find & Replace
1. Manage at the API Token Level
- Find & Replace lists are attached to specific API tokens, allowing token-level customization
- For example, your Customer Support token might include different substitutions than your Sales token
2. Access the Phrase Editor
- Log into the ElevateAI Portal <app.elevateai.com>
- Your security level within your account determines your access to the Boosted Phrases list
Access Level by Role:
Role | Access Level |
|---|---|
Owner | Full Access (View, Edit, Create) |
Admin | Full Access (View, Edit, Create) |
API User | View Only Access |
Explore | No Access |
- Navigate to Manage API Tokens
- Locate the desired token and select Edit Phrases to open the Phrase Editor UI
- Only account Owners or Admin can edit a Find & Replace pair.
3. Select a Language
- Choose the language you wish to edit from the dropdown
- Each API token supports one Find & Replace list per language
NOTE: A dot next to a language indicates that there is an existing Find & Replace list
4. Add or Edit Pairs
- Click Add Find & Replace to create a new entry, then enter your Find & Replace terms
- Click Save to attach the updated list to the token
- The limit counter will update when you add a new Find & Replace pair
- You can add up to 100 Find & Replace pairs to be processed during transcription.
5. Delete or Copy Pairs
- To Delete a Find & Replace pair, click the Trash icon beside the entry
- To Copy a Find & Replace pair, select Copy From to duplicate a list from another token
Copied lists must be in the same language as the original token
NOTE: When coping a list from one token to another, duplicated Find & Replace Term Pairs are ignored and will not be copied over. Coping a list could result in the limit being exceeded. Lists exceeding the limit must be reduced before saving.
- ElevateAI will return a list of tokens, allowing you to select the list of Find & Replace pairs you want to copy from
- A dot next to a language indicates that there is an existing Find & Replace pair set on that token
6. Disabling Find & Replace
- To transcribe without Find & Replace, use a token that does not have an associated list.
- To remove the Find & Replace feature completely, delete or disassociate the list in the portal.
// Best Practices
- Use descriptive token names to simplify multi-list management
- Keep lists concise to minimize performance overhead
- Use version control across your lists before making major edits
- Test results regularly to validate accuracy improvements
PRO TIP: Use Find & Replace sparingly, for critical terms. Overuse of Find & Replace may cause unintended substitutions.
Need more help? Contact the ElevateAI Support Team.