Twilio Real-Time Transcriptions now supports Deepgram, Nova-3, and HIPAA Eligibility, in Persisted Transcripts

TL;DR: Twilio’s Real-Time Transcriptions product has added Deepgram Nova-3 (monolingual) support for use with Persisted Transcript Resources, now HIPAA eligible!  Now your real-time transcripts capturing what customers say can also be analyzed by Twilio’s Conversational Intelligence’s Language Operators! Start transcribing using just a simple <Start><Transcription> TwiML instruction or API call, and setting up the IntelligenceService attribute there.

What are Twilio Real-Time Transcriptions?
Twilio Real-Time Transcriptions allows you to transcribe live calls in real-time. When Twilio executes the <Start><Transcription> instruction during a call, the Twilio platform forks the raw audio stream to the speech-to-text transcription engine, which can provide streamed responses back with each of the caller’s uttered phrases. Developers can choose to send the stream of speech recognition results to their downstream app through Twilio Programmable Voice, using either webhooks (as GA’d previously) – or send them to a configured persisted transcript resource on the Twilio Platform. With persisted transcript resources for Real-Time Transcripts, developers can opt either to use Google as the Transcription Engine, or now, use Deepgram (GA’d as of today) – both which can also now be used in conjunction there with Twilio’s Conversational Intelligence capabilities to analyze the transcript, post-call. 

What are the new features of Real-Time Transcriptions?
We’ve added options! Now, in Real-time Transcriptions, Deepgram’s next generation speech model Nova-3, in monolingual variants – in addition to the Deepgram Nova-2 speech models already supported -- can be used, with or without hints, and using persisted transcript resources as the means of receiving transcript results, instead of just webhooks, if a developer so desires. 

Additionally, Real-Time Transcriptions using either persisted transcript resources or webhooks are now a HIPAA Eligible Service, to safeguard customer interactions regarding health information in sessions that the Twilio platform transcribes. 

Customer benefits 
With the streaming speech recognition capabilities of <Start><Transcription>, businesses can capture the full text of what all their customers are saying – whether to a human agent or an automated self-service AI agent or LLM – for doing any of the following (and more): 

• Capturing crucial customer conversations, and adding that data to a caller’s customer record, be that in a CRM or another application/system built by the developer.

• Analyzing caller-agent interactions, for near real-time escalation to supervisors, prompting for upsells, or other taking other interventional or incremental steps with the customer, while they are still on the phone.

• After sending the caller’s transcribed speech to an AI Agent / LLM, coming back to prompt a human agent with recommended actions or requested product information based on what the caller has said.

• Automating customer data collection via programmable outbound calling applications, for follow-up, post-service, or post-care surveys, etc.

Twilio Real-Time Transcriptions allows developers to automate the capturing of customer speech data, programmatically,  for each and every call (instead just having the data for an ad hoc sampling of calls), create a repository of structured data for those voice conversations with customers, and easily and cost-effectively stream the speech results to downstream applications during calls with customers.

More Information: 

https://www.twilio.com/en-us/speech-recognition

https://www.twilio.com/docs/voice/twiml/transcription

https://www.twilio.com/docs/voice/api/realtime-transcription-resource

https://www.twilio.com/docs/conversational-intelligence

https://www.twilio.com/en-us/voice/pricing/us (See “Conversational Intelligence - Transcription, Streaming (Real-Time) Transcription)