Enable and use Kaia Transcription Support in Additional Languages

Purpose

The purpose of this article is to provide information to Outreach Admins to enable Kaia transcription support in additional languages and provide information to Outreach Users to configure Kaia to auto-detect the spoken language and then automatically set that as the transcription language for the call. 

Kaia multi-language transcription brings live call transcription to Outreach users speaking in French, German, and Spanish. 

Intended Audience

• Outreach Admin
• Outreach Users

Notes: 

• Up to four languages can be enabled for your organization
• The organization default language is used as the default language for each user
• Users can change their default language setting to any of the languages enabled for the organization. 
• During a call, users can change the transcription language to any of the languages enabled for the organization 

What is the feature?

Kaia is now available in French, German, and Spanish. Users can conduct Kaia calls in these languages, see live transcription, and benefit from Kaia’s post-call features including search, filter, and analytics.

Key functions of the feature:

• Select up to four languages for your organization to enable users to see real-time transcription for their Kaia meetings
• Search and Filter call recordings using local languages
  • Call transcripts, metadata, and notes are searched using native terms
• Analytics support for multilingual
  • Talk time reporting
  • Number of Questions Asked
  • Pause length, longest monologue
• User can change language in the live Kaia window during the call
• Kaia Voice calls support the same functionality as outlined above 

Features not Supported

• No real time content cards, action items, recording search by topic  
• Localized IVR Announcements (e.g., ‘This call is being recorded’ is played in English)

Enable Transcription as an Admin

1. Access the Outreach Platform. 
2. Click your user icon in the bottom left corner and click Settings.
3. In System Config / Kaia, access Language support for Transcribing.
   
4. In the Default Language dropdown, make your selection.
5. In the Additional Languages dropdown, select up to three additional languages.
6. Click Save.

Configure Transcription as a User

1. Access the Outreach Platform. 
2. Click your user icon in the bottom left corner and click Settings
3. Under User Admin / You, select the Kaia tab.
4. In the section Auto-detect languages for transcribing select a default language and a second language.
   
5. Click Save.
6. During a call, that language selector allows you to override auto-detection and manually set the transcription language to any of the languages enabled for your organization.