How to Convert Voice to Text on Salesforce

Microphone and headphones on a wooden table, used for voice-to-text on Salesforce
Convert your audio files to text in your Salesforce customer service.

Transkriptor 2023-08-01

The voice-to-text feature of Salesforce converts what you say into text via voice control. It is also possible to include punctuation marks and emojis.

What is Salesforce?

Salesforce is a cloud-based customer relationship management (CRM) platform that provides a suite of business applications and tools designed to help organizations manage their customer relationships, sales processes, and customer experiences effectively. It was founded in 1999 by Marc Benioff and has grown to become one of the leading CRM providers in the industry.

What is Voice to Text?

Voice-to-text, also known as speech recognition or speech-to-text, is a technology that converts spoken words and phrases into written text. It allows users to dictate or speak naturally, and the system transcribes their speech into written form.

It is the opposite of text-to-speech which is a technology that converts written text into spoken words.

How to convert Voice to text on Salesforce?

Here is a step-by-step guide to convert your voice to text on Salesforce Lightning:

Set up Salesforce Environment

  • Make sure you have a Salesforce account and access to the Salesforce platform.
  • Log in to your Salesforce account.

Create a Custom Object

  • Create a custom object to store the voice recordings and converted text.
  • Go to the Setup menu and select “Object Manager.”
  • Click on “Create” and choose “Custom Object.”
  • Define the necessary fields, such as “Voice Recording” (file upload) and “Text” (text area).

Enable Voice-to-Text Integration

  • To convert voice to text, you’ll need a voice recognition service.
  • Salesforce doesn’t provide built-in voice-to-text capabilities, so you’ll need to integrate with an external service like Google Cloud Speech-to-Text or IBM Watson Speech-to-Text.
  • Choose and set up the voice recognition service that best suits your needs.

Create an Integration

  • To connect Salesforce with the voice recognition service, you’ll need to create an integration.
  • This process varies depending on the specific voice recognition service you’re using.
  • Typically, you’ll need to create an account, obtain an API key, and configure the integration settings.

Build a Salesforce Integration

  • Once you have the necessary API key or credentials for the voice recognition service, you’ll need to build the integration within Salesforce.
  • There are a few options for integrating external services into Salesforce:

a. Apex Integration: If you’re comfortable with Salesforce’s Apex programming language, you can create custom Apex classes and triggers to handle the integration. These classes would call the voice recognition service’s API, passing the voice recording as input while retrieving the converted text as output.

b. Third-Party Integration Tools: Salesforce offers various integration tools that can be used to connect with external services. Explore these options and choose the one that aligns with your technical capabilities and requirements. These tools work on Google Chrome and Microsoft Edge on any desktop platform.

Configure the Conversion Process

  • Set up the logic for the voice-to-text conversion process.
  • Determine when and how the conversion should occur.
  • Trigger notifications to your customers or agents to, for instance, confirm pricing or the date of an appointment.

Create a Conversion Workflow

  • Create a workflow or process builder in Salesforce to automate the voice-to-text conversion process.
  • This workflow should trigger the integration you built in Step 5, passing the voice command to the external service for conversion.

Display the Converted Text

  • Once the voice recording is converted to text, you’ll want to display the converted text within Salesforce.
  • This can be done by updating the corresponding record’s “Text” field with the converted text returned from the voice recognition service.

Check and Validate

  • Test the entire process to ensure that voice recordings are accurately converted to text and stored in Salesforce based on checkbox.
  • Make adjustments as needed and perform thorough validation to ensure the integration is working correctly.
  • Note: If playback doesn’t begin shortly, try restarting your device.

Monitor and Maintain

  • After implementation, regularly monitor the integration to ensure it continues to function properly.
  • Optimize the integration while keeping track of any updates or changes to the web speech API, and update your integration accordingly.

What is Cloud Voice Service?

Service Cloud Voice leverages intelligent telephony within Salesforce and enables seamless usage for users.

Employees can interact with customers with an Amazon Connect-enabled softphone and real-time call transcription. You can view all call data in Salesforce reports and dashboards and lightning components.

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