AutoTranscribe Updates

2024-08-20 - Custom Vocab Features

AutoTranscribe now includes a self-serve Custom Vocabulary feature that allows partners to manage business-specific keywords that improve transcription accuracy. Partners can independently add, update, and delete custom vocabulary terms through a new API.

This feature enables:

Faster onboarding by reducing dependency on the ASAPP Delivery team
More accurate transcriptions of industry-specific terminology and names that generic models often misinterpret

How It Works

Field Description

Field Name	Type	Description
custom-vocabularies	list	Custom vocabularies list By default, the list will display up to 20 custom vocabs. Can be configured.
custom-vocabularies[].id	string	System generated id
custom-vocabularies[].phrase	string	The phrase to place in the transcribed text
custom-vocabularies[].soundsLike	list	List of similar phrases for the received sound
nextCursor	id	Next field ID Will be null for the first page
prevCursor	id	Previous field ID Will be null for the last page

API Endpoints

List all custom vocabs GET /configuration/v1/auto-transcribe/custom-vocabularies Sample response

{
"customVocabularies": 
[
    {
    "id": "563a0954-1db7-4b96-bf21-fa84de137742",
    "phrase": "IEEE",
    "soundsLike": [
                "I triple E"
                ]
    },
    {
    "id": "7939d838-774c-46fe-9f18-5ebf15cf3e9c",
    "phrase": "NATO",
    "soundsLike": [
                "Nae tow",
                "Naa toe"
                ]
    }
],
"nextCursor": "4c576035-870e-47cf-88ef-8d29e6b5d7e8",
"prevCursor": null 
}

Details of a particular custom vocab GET /configuration/v1/auto-transcribe/custom-vocabularies/\{customVocabularyId\} Sample response
```
{
"id": "6B29FC40-CA47-1067-B31D-00DD010662DA", 
"phrase": "IEEE",
"soundsLike":[
    "I triple E"
]
}
```

Create a custom vocab POST /configuration/v1/auto-transcribe/custom-vocabularies Sample Request

{
"phrase": "IEEE",
"soundsLike": [
    "I triple E"
]
}

Sample response

{
"id": "6B29FC40-CA47-1067-B31D-00DD010662DA", 
"phrase": "IEEE",
"soundsLike":[
    "I triple E"
]
}

Delete a custom vocab DELETE /configuration/v1/auto-transcribe/custom-vocabularies/\{customVocabularyId\}

FAQs

Can I modify the custom vocabulary after it’s been created?

Yes, users can update the custom vocabulary at any time. To do so, first delete the existing vocabulary and then submit a new create request. This process ensures that the vocabulary remains current and relevant.
Can I send the create request for multiple custom vocab additions?

Currently multiple custom vocab addition capability is not live, users must submit individual create requests for each addition. That said, If a large number of additions are required, please contact ASAPP’s support team for assistance.
Is there a limit to the number of custom vocabularies that can be added?

Yes, The maximum number of custom vocabulary entries is 200. However, this limit is subject to change as ASAPP continuously updates and expands its backend capabilities to support more custom vocab.
Is there a limit to the number of sounds like items within the custom vocab?

The maximum number of sounds like items should be 5 and length of each item should be 40 characters

2024-08-20 - Custom Redaction Entities

AutoTranscribe now includes a self-serve feature that allows users to manage redaction entities through a configuration API. This enables users to independently enable or disable redaction of PCI and PII data in their transcriptions.

Key benefits:

Self-service configuration of which sensitive data types to redact
Automated redaction of enabled entities during transcription
Faster onboarding with reduced dependency on ASAPP teams

Some PCI rules are enabled by default for compliance and require ASAPP approval to modify.

How It Works

The API Calls take a single conversation identifier and immediately returns an array of messages that covers the full conversation.

Field Name	Type	Description
redactionEntities	array	Available redaction rules
redactionEntities[].id	String	The id of the redaction rule. Also a human readable name.
redactionEntities[].name	String	Name of the redaction entity
redactionEntities[].description	String	Field Description
redactionEntities[].active	Boolean	Indicates whether the redaction rule is active

List redaction entities GET /configuration/v1/redaction/redaction-entities Sample Response

{
    "redactionEntities": [
{
    "id": "DOB",
    "name": "DOB",
    "description": "It redacts Data of birth content of data",
    "active": false
},
{
    "id": "PASSWORD",
    "name": "PASSWORD",
    "description": "It redacts passwords",
    "active": true
},
{
    "id": "PROFANITY",
    "name": "PROFANITY",
    "description": "It redacts words and phrases present in a list of known bad words",
    "active": false
},
{
    "id": "EMAIL",
    "name": "EMAIL",
    "description": "It redacts any well-formed email address (abc@asapp.com)",
    "active": true
},
{
    "id": "PHONE_NUMBER",
    "name": "PHONE_NUMBER",
    "description": "Redacts sequences of digits that could be phone numbers based on phone number formats.",
    "active": false
},
{
    "id": "CREDIT_CARD_NUMBER",
    "name": "CREDIT_CARD_NUMBER",
    "description": "Redacts credit card data",
    "active": true
},
{
    "id": "PIN",
    "name": "PIN",
    "description": "Redacts the pin",
    "active": true
},
{
    "id": "SSN",
    "name": "SSN",
    "description": "It redacts all the digits in next few sentences containing ssn keyword",
    "active": true
}
],
    "nextCursor": null,
    "prevCursor": null
}

List current active redaction entities GET/configuration/v1/redaction/redaction-entities?active=true Querying the redaction entities with the active flag shows which redaction rules are currently active.

By default, all auto-enabled entities will be active for every user, however, users can update these rules to suit their individual needs

Sample Response

{
    "redactionEntities": [
{
    "id": "PASSWORD",
    "name": "PASSWORD",
    "description": "It redacts passwords",
    "active": true
},
{
    "id": "EMAIL",
    "name": "EMAIL",
    "description": "It redacts any well-formed email address (test@asapp.com)",
    "active": true
},
{
    "id": "CREDIT_CARD_NUMBER",
    "name": "CREDIT_CARD_NUMBER",
    "description": "Redacts credit card data",
    "active": true
},
{
    "id": "PIN",
    "name": "PIN",
    "description": "Redacts the pin",
    "active": true
},
{
    "id": "SSN",
    "name": "SSN",
    "description": "It redacts all the digits in next few sentences containing ssn keyword",
    "active": true
}
],
    "nextCursor": null,
    "prevCursor": null
}

Fetch a redaction entity:

GET /configuration/v1/redaction/redaction-entity/\{entityId\} Sample Response
```
HTTP 200
// Returns the redaction entity resource.
```
Activate or Disable a redaction entity

Change an entity to active or not by setting the active flag. PATCH /configuration/v1/redaction/redaction-entity/\{entityId\} Sample Request Body
```
{
    "active":true
}
```
On success, returns HTTP 200 and the Redaction entity resource. Sample Response
```
{
    "id": "PASSWORD",
    "name": "PASSWORD",
    "description": "It redacts passwords",
    "active": true
}
```

Example Entities

Below is a list of some sample entities:

PCI (Payment Card Industry)

Entity Label	Status	Description
CREDIT_CARD_NUMBER	auto-enabled	Credit card numbers Non-redacted: 0111 0111 0111 0111 Redacted: ** **1312 Cannot be changed/updated without ASAPP’s security approval.
CVV	auto-enabled	3- or 4-digit card verification codes and/or equivalents Non-redacted: 561 Redacted: *** Cannot be changed/updated without ASAPP’s security approval.

PII (Personally Identifiable Information)

Entity Label	Status	Description
PASSWORD	auto-enabled	Account passwords Non-redacted: qwer1234 Redacted: *******
PIN	auto-enabled	Personal Identification Number Non-redacted: 5614 Redacted: ****
SSN	auto-enabled	Social Security Number Non-redacted: 012-03-1134 Redacted: *--1134
EMAIL	not enabled	Email address Non-redacted: test@asapp.com Redacted: ***@asapp.cpm
PHONE_NUMBER	not enabled	Telephone or fax number Non-redacted: +11234567891 Redacted: ***********
DOB	not enabled	Date of Birth Non-redacted: Jan 31, 1980 Redacted: ******
PROFANITY	not enabled	Profanities or banned vocabulary Non-redacted: “silly” Redacted: *****

FAQs

What is an entity?

In the context of redaction, an entity refers to a specific type or category of information that you want to remove or obscure from the response text. Entities are the “labels” for the pieces of information you want redacted. For example, “NAME” is an entity that represents personal names, “ADDRESS” represents physical addresses, and “ZIP” represents postal codes. When you wish to redact, you specify which entities you want redacted from your text.
Can I delete existing redaction entities?

Users can only enable or disable the predefined entities listed in the previous section. Due to PCI compliance regulations, two entities (CREDIT_CARD_NUMBER and CVV) are initially disabled and can only be removed through ASAPP’s compliance process. All other entities are not enabled by default, but users have the flexibility to enable any of these according to their specific requirements. Users cannot create new entities or modify existing ones; they can only control the activation status of the predefined set.
What is the accuracy of the redaction service of ASAPP?

Our redaction service currently supports over 50 Out of the box (OOTB) entities, with the flexibility to expand and update this set as required. For specific entity customization, including enabling or disabling particular entities or suggesting new entities to tailor to your specific needs, please contact ASAPP’s support team.

2023-10-31 - Amazon Connect Media Gateway

ASAPP is adding an AutoTranscribe implementation pattern for Amazon Connect. ASAPP’s Amazon Connect Media Gateway will allow Kinesis Video Streams audio to be easily sent to AutoTranscribe.

Amazon Connect Media Gateway for AutoTranscribe

Learn more about the Amazon Connect Media Gateway for AutoTranscribe

2023-10-16 - Sandbox for AutoTranscribe

AutoTranscribe Sandbox enables administrators to see speech-to-text capabilities designed for real-time agent assistance. Accessible through AI-Console, it’s a playground designed to preview ASAPP’s transcription without waiting for an integration to complete.

AutoTranscribe showing conversation transcriptions in a sandbox environment.

How It Works video

2023-05-22 - Twilio Media Gateway

ASAPP is adding an AutoTranscribe implementation pattern for Twilio. ASAPP’s Twilio Media Gateway will allow Twilio Media Streams audio to be easily sent to AutoTranscribe.

The new Media Gateway will allow for a simplified and easy integration for customers leveraging Twilio as their CCaaS provider, reducing time and effort of sending call media to ASAPP.

Twilio Media Gateway for AutoTranscribe

Learn more about integrating Twilio Media Gateway with AutoTranscribe

2023-01-03 - Get Transcript API

ASAPP is adding a new endpoint that retrieves the full set of messages for a specified conversation. This expands the delivery use cases for AutoTranscribe, providing a means to get a complete transcript at the end of a conversation on-demand, instead of in real-time during the conversation or in daily batches of conversations.

It also serves as a fallback option to retrieve conversation messages in rare cases where real-time transcript delivery fails.

Get Transcript API Documentation

Learn more about using the Get Transcript API

On this page

2024-08-20 - Custom Vocab Features
2024-08-20 - Custom Redaction Entities
2023-10-31 - Amazon Connect Media Gateway
2023-10-16 - Sandbox for AutoTranscribe
2023-05-22 - Twilio Media Gateway
2023-01-03 - Get Transcript API

2024-08-20 - Custom Vocab Features

This feature enables:

Faster onboarding by reducing dependency on the ASAPP Delivery team
More accurate transcriptions of industry-specific terminology and names that generic models often misinterpret

How It Works

Field Description

Field Name	Type	Description
custom-vocabularies	list	Custom vocabularies list By default, the list will display up to 20 custom vocabs. Can be configured.
custom-vocabularies[].id	string	System generated id
custom-vocabularies[].phrase	string	The phrase to place in the transcribed text
custom-vocabularies[].soundsLike	list	List of similar phrases for the received sound
nextCursor	id	Next field ID Will be null for the first page
prevCursor	id	Previous field ID Will be null for the last page

API Endpoints

List all custom vocabs GET /configuration/v1/auto-transcribe/custom-vocabularies Sample response

{
"customVocabularies": 
[
    {
    "id": "563a0954-1db7-4b96-bf21-fa84de137742",
    "phrase": "IEEE",
    "soundsLike": [
                "I triple E"
                ]
    },
    {
    "id": "7939d838-774c-46fe-9f18-5ebf15cf3e9c",
    "phrase": "NATO",
    "soundsLike": [
                "Nae tow",
                "Naa toe"
                ]
    }
],
"nextCursor": "4c576035-870e-47cf-88ef-8d29e6b5d7e8",
"prevCursor": null 
}

Details of a particular custom vocab GET /configuration/v1/auto-transcribe/custom-vocabularies/\{customVocabularyId\} Sample response
```
{
"id": "6B29FC40-CA47-1067-B31D-00DD010662DA", 
"phrase": "IEEE",
"soundsLike":[
    "I triple E"
]
}
```

Create a custom vocab POST /configuration/v1/auto-transcribe/custom-vocabularies Sample Request

{
"phrase": "IEEE",
"soundsLike": [
    "I triple E"
]
}

Sample response

{
"id": "6B29FC40-CA47-1067-B31D-00DD010662DA", 
"phrase": "IEEE",
"soundsLike":[
    "I triple E"
]
}

Delete a custom vocab DELETE /configuration/v1/auto-transcribe/custom-vocabularies/\{customVocabularyId\}

FAQs

Can I modify the custom vocabulary after it’s been created?

Yes, users can update the custom vocabulary at any time. To do so, first delete the existing vocabulary and then submit a new create request. This process ensures that the vocabulary remains current and relevant.
Can I send the create request for multiple custom vocab additions?

Currently multiple custom vocab addition capability is not live, users must submit individual create requests for each addition. That said, If a large number of additions are required, please contact ASAPP’s support team for assistance.
Is there a limit to the number of custom vocabularies that can be added?

Yes, The maximum number of custom vocabulary entries is 200. However, this limit is subject to change as ASAPP continuously updates and expands its backend capabilities to support more custom vocab.
Is there a limit to the number of sounds like items within the custom vocab?

The maximum number of sounds like items should be 5 and length of each item should be 40 characters

2024-08-20 - Custom Redaction Entities

Key benefits:

Self-service configuration of which sensitive data types to redact
Automated redaction of enabled entities during transcription
Faster onboarding with reduced dependency on ASAPP teams

Some PCI rules are enabled by default for compliance and require ASAPP approval to modify.

How It Works

The API Calls take a single conversation identifier and immediately returns an array of messages that covers the full conversation.

Field Name	Type	Description
redactionEntities	array	Available redaction rules
redactionEntities[].id	String	The id of the redaction rule. Also a human readable name.
redactionEntities[].name	String	Name of the redaction entity
redactionEntities[].description	String	Field Description
redactionEntities[].active	Boolean	Indicates whether the redaction rule is active

List redaction entities GET /configuration/v1/redaction/redaction-entities Sample Response

{
    "redactionEntities": [
{
    "id": "DOB",
    "name": "DOB",
    "description": "It redacts Data of birth content of data",
    "active": false
},
{
    "id": "PASSWORD",
    "name": "PASSWORD",
    "description": "It redacts passwords",
    "active": true
},
{
    "id": "PROFANITY",
    "name": "PROFANITY",
    "description": "It redacts words and phrases present in a list of known bad words",
    "active": false
},
{
    "id": "EMAIL",
    "name": "EMAIL",
    "description": "It redacts any well-formed email address (abc@asapp.com)",
    "active": true
},
{
    "id": "PHONE_NUMBER",
    "name": "PHONE_NUMBER",
    "description": "Redacts sequences of digits that could be phone numbers based on phone number formats.",
    "active": false
},
{
    "id": "CREDIT_CARD_NUMBER",
    "name": "CREDIT_CARD_NUMBER",
    "description": "Redacts credit card data",
    "active": true
},
{
    "id": "PIN",
    "name": "PIN",
    "description": "Redacts the pin",
    "active": true
},
{
    "id": "SSN",
    "name": "SSN",
    "description": "It redacts all the digits in next few sentences containing ssn keyword",
    "active": true
}
],
    "nextCursor": null,
    "prevCursor": null
}

By default, all auto-enabled entities will be active for every user, however, users can update these rules to suit their individual needs

Sample Response

{
    "redactionEntities": [
{
    "id": "PASSWORD",
    "name": "PASSWORD",
    "description": "It redacts passwords",
    "active": true
},
{
    "id": "EMAIL",
    "name": "EMAIL",
    "description": "It redacts any well-formed email address (test@asapp.com)",
    "active": true
},
{
    "id": "CREDIT_CARD_NUMBER",
    "name": "CREDIT_CARD_NUMBER",
    "description": "Redacts credit card data",
    "active": true
},
{
    "id": "PIN",
    "name": "PIN",
    "description": "Redacts the pin",
    "active": true
},
{
    "id": "SSN",
    "name": "SSN",
    "description": "It redacts all the digits in next few sentences containing ssn keyword",
    "active": true
}
],
    "nextCursor": null,
    "prevCursor": null
}

Fetch a redaction entity:

GET /configuration/v1/redaction/redaction-entity/\{entityId\} Sample Response
```
HTTP 200
// Returns the redaction entity resource.
```
Activate or Disable a redaction entity

Change an entity to active or not by setting the active flag. PATCH /configuration/v1/redaction/redaction-entity/\{entityId\} Sample Request Body
```
{
    "active":true
}
```
On success, returns HTTP 200 and the Redaction entity resource. Sample Response
```
{
    "id": "PASSWORD",
    "name": "PASSWORD",
    "description": "It redacts passwords",
    "active": true
}
```

Example Entities

Below is a list of some sample entities:

PCI (Payment Card Industry)

Entity Label	Status	Description
CREDIT_CARD_NUMBER	auto-enabled	Credit card numbers Non-redacted: 0111 0111 0111 0111 Redacted: ** **1312 Cannot be changed/updated without ASAPP’s security approval.
CVV	auto-enabled	3- or 4-digit card verification codes and/or equivalents Non-redacted: 561 Redacted: *** Cannot be changed/updated without ASAPP’s security approval.

PII (Personally Identifiable Information)

Entity Label	Status	Description
PASSWORD	auto-enabled	Account passwords Non-redacted: qwer1234 Redacted: *******
PIN	auto-enabled	Personal Identification Number Non-redacted: 5614 Redacted: ****
SSN	auto-enabled	Social Security Number Non-redacted: 012-03-1134 Redacted: *--1134
EMAIL	not enabled	Email address Non-redacted: test@asapp.com Redacted: ***@asapp.cpm
PHONE_NUMBER	not enabled	Telephone or fax number Non-redacted: +11234567891 Redacted: ***********
DOB	not enabled	Date of Birth Non-redacted: Jan 31, 1980 Redacted: ******
PROFANITY	not enabled	Profanities or banned vocabulary Non-redacted: “silly” Redacted: *****

FAQs

What is an entity?

In the context of redaction, an entity refers to a specific type or category of information that you want to remove or obscure from the response text. Entities are the “labels” for the pieces of information you want redacted. For example, “NAME” is an entity that represents personal names, “ADDRESS” represents physical addresses, and “ZIP” represents postal codes. When you wish to redact, you specify which entities you want redacted from your text.
Can I delete existing redaction entities?

Users can only enable or disable the predefined entities listed in the previous section. Due to PCI compliance regulations, two entities (CREDIT_CARD_NUMBER and CVV) are initially disabled and can only be removed through ASAPP’s compliance process. All other entities are not enabled by default, but users have the flexibility to enable any of these according to their specific requirements. Users cannot create new entities or modify existing ones; they can only control the activation status of the predefined set.
What is the accuracy of the redaction service of ASAPP?

Our redaction service currently supports over 50 Out of the box (OOTB) entities, with the flexibility to expand and update this set as required. For specific entity customization, including enabling or disabling particular entities or suggesting new entities to tailor to your specific needs, please contact ASAPP’s support team.

2023-10-31 - Amazon Connect Media Gateway

ASAPP is adding an AutoTranscribe implementation pattern for Amazon Connect. ASAPP’s Amazon Connect Media Gateway will allow Kinesis Video Streams audio to be easily sent to AutoTranscribe.

Amazon Connect Media Gateway for AutoTranscribe

Learn more about the Amazon Connect Media Gateway for AutoTranscribe

2023-10-16 - Sandbox for AutoTranscribe

AutoTranscribe showing conversation transcriptions in a sandbox environment.

How It Works video

2023-05-22 - Twilio Media Gateway

ASAPP is adding an AutoTranscribe implementation pattern for Twilio. ASAPP’s Twilio Media Gateway will allow Twilio Media Streams audio to be easily sent to AutoTranscribe.

The new Media Gateway will allow for a simplified and easy integration for customers leveraging Twilio as their CCaaS provider, reducing time and effort of sending call media to ASAPP.

Twilio Media Gateway for AutoTranscribe

Learn more about integrating Twilio Media Gateway with AutoTranscribe

2023-01-03 - Get Transcript API

It also serves as a fallback option to retrieve conversation messages in rare cases where real-time transcript delivery fails.

Get Transcript API Documentation

Learn more about using the Get Transcript API

On this page

2024-08-20 - Custom Vocab Features
2024-08-20 - Custom Redaction Entities
2023-10-31 - Amazon Connect Media Gateway
2023-10-16 - Sandbox for AutoTranscribe
2023-05-22 - Twilio Media Gateway
2023-01-03 - Get Transcript API

Amazon Connect Media Gateway for AutoTranscribe

Twilio Media Gateway for AutoTranscribe

Get Transcript API Documentation

Changelog

Amazon Connect Media Gateway for AutoTranscribe

Twilio Media Gateway for AutoTranscribe

Get Transcript API Documentation