Business admin
Any Gong plan*
Admin center > Agent studio
AI Transcriber is an agent that improves transcription accuracy by applying your company’s custom vocabulary to transcripts. It automatically corrects key terms, like product names, acronyms, or industry jargon, in new transcripts, and retroactively updates past ones.
Use AI Transcriber to ensure critical terms are captured correctly, so teams get clearer insights from conversations.
What AI Transcriber helps you do
AI Transcriber helps you:
Improve the accuracy of call transcripts
Ensure brand, product, and competitor names appear correctly
Correct common mispronunciations or misspellings
Enhance the quality of insights drawn from transcripts
When to use custom vocabulary
Add terms when you want them to appear consistently and accurately in transcripts. Common examples include:
Branded terms. Company and product names
Business terms. Competitor names and products
Industry language. Acronyms and technical terms, for example GDPR
Transcription errors. Mispronunciations or misspellings, for example, “air be and be” → “Airbnb”)
How to add a term
To add a term to the custom vocabulary:
Go to Admin center > Agent studio.
Hover over AI Transcriber and click Settings.
Click +ADD A TERM.
Define the following:
TERM: Enter the term you want to add.
CLASSIFICATION: Select whether the term is a general term, your company name, or the name of another company. For example, Airbnb is another company, GDPR is a general term. This helps to identify the term based on where it appears in the sentence.
In the APPLICABLE LANGUAGES AND ALTERNATIVE TRANSCRIPTIONS area, enter any alternative pronunciations and transcriptions. For multiple alternatives, separate with a comma.
Click Add language to add the term in different languages. Choose the language and add alternatives.
Click SAVE.
New alternative transcriptions are effective in all new calls. The terms are applied also to historical calls. Previous calls are usually available with the correct term within a few hours.
FAQs
What is custom vocabulary?
Custom vocabulary is a list of terms meaningful to the language of your business. For example, a company name like Airbnb or an acronym like GDPR.
Why should I define custom vocabulary?
Defining custom vocabulary improves Gong’s ability to identify these terms, resulting in better transcription and analytics for you.
What types of words should I add to the custom vocabulary?
Add any non-standard names, like Airbnb, terms that may be mispronounced, or terms that are pronounced differently in other languages.
What is classification?
Classification indicates to Gong what this term is about. Is it your company's name? Another company's name? Another term altogether.
Classification helps Gong understand the term in its correct context when mentioned.
What are alternative transcriptions and how are they used?
Gong attempts to understand the correct pronunciation of the terms in your custom vocabulary. If you find that a meaningful term is transcribed incorrectly, add that term to the custom vocabulary, with the incorrect transcription used as an alternative. Gong replaces the alternative with the correct term.
How can I determine which alternative transcription to add?
When you add a term to the custom vocabulary, Gong analyzes it and assesses how it's pronounced. When the pronunciation is non-standard, Gong may be unable to transcribe the word correctly. In such cases, if you spot incorrect transcriptions (for example: "air be and be" instead of "Airbnb"), you can add an alternative transcription. Gong then replaces the occurrences of the transcription you add with the correct term.
In many cases, the alternative descriptions are obvious and reflect a break down of a name into its components. For example, a natural alternative for "Facebook" is "face book".
In some cases, it's harder to tell in advance what the potential alternatives are. If you are not sure, you can pick up inaccurate word combinations as you encounter them and add them to the list.
Can I add more than one alternative transcription for a term?
Yes, you can add as many alternative transcriptions as needed. Separate them with a comma.
When do new alternative transcriptions take effect?
New alternative transcriptions become effective immediately in all new calls. In previous calls, the replacements are applied and processed in the background. Previous calls can usually be available for a search within a few hours.
*The features available to you depend on your company’s plan and your assigned seats.