Who can use this: Business admin
Available on: Any Gong plan
Ideal for: Business admin
AI Transcriber applies your workspace's custom vocabulary to call transcripts, replacing mis-transcribed terms with the correct ones. Add terms when product names, competitor names, acronyms, or industry terms are being transcribed incorrectly. Vocabulary is scoped to your workspace. Each workspace has its own list.
Note:
Be careful when adding alternative pronunciations that are common words. If an alternative matches everyday speech unrelated to your term, Gong replaces those occurrences too. Use observed mis-transcriptions from actual calls rather than guessing common variations.
Add a term
Add a term when a word or phrase is consistently wrong in your call transcripts. New terms take effect immediately on new calls. Changes to historical calls are processed in the background and are usually available within a few hours.
To add a vocabulary term:
From the left sidebar, click Admin center, and select Agent Studio.
Hover over AI Transcriber and click Settings.
Click + New term
Under TERMS, enter the correct spelling of the term.
Under CLASSIFICATIONS, select whether the term is your company's name, another company's name, or a general term. Classification helps Gong understand the term in context.
(Optional) Under APPLICABLE LANGUAGES AND ALTERNATIVE TRANSCRIPTIONS, enter the mis-transcribed versions Gong should replace. Separate multiple alternatives with a comma.
(Optional) Click Add language to add language-specific alternatives for the same term.
Click Save.
Edit a term
When names, classifications, or alternative pronunciations need updating, open the term directly to make changes. Updates apply to new calls immediately and are processed for historical calls in the background.
To edit a vocabulary term:
From the left sidebar, click Admin center, and select Agent Studio.
Hover over AI Transcriber and click Settings.
Click the More actions icon to the right of the term you want to edit and click Edit.
Update the term as needed.
Click Save.
Delete a term
Remove a term that is no longer needed or whose alternatives are causing unwanted replacements. Deletion takes effect on new calls immediately. Historical calls may retain the old corrections until they are reprocessed.
To delete a vocabulary term:
From the left sidebar, click Admin center, and select Agent Studio.
Hover over AI Transcriber and click Settings.
Click the More actions icon to the right of the term you want to edit and click Delete.
Confirm that you want to delete the term by clicking Delete.
Frequently asked questions
How long until a new term appears in historical calls?
New terms take effect immediately on new calls. Historical calls are processed in the background and are usually searchable with the corrected term within a few hours.
Does adding a term update call briefs and summaries too?
Not automatically. AI Transcriber updates the transcript text. Briefs, outlines, call information, and other AI-generated surfaces are not automatically regenerated when vocabulary changes. If accurate AI summaries are important for affected calls, those calls would need to be manually reviewed or reprocessed.
Does the vocabulary apply across all workspaces?
No. Custom vocabulary is scoped to your workspace. Each workspace has its own vocabulary list. If your company uses multiple workspaces, you need to add terms separately in each one.
How many alternative pronunciations can I add for one term?
You can add as many as needed. Separate them with a comma. Only add alternatives you have actually seen appear in transcripts — adding common words as alternatives can cause unrelated speech to be replaced with the term.