Realtime Call Transcription brings live, speaker-separated transcripts directly into Service Cloud while a call is in progress. Every word spoken by the caller and the agent is captured instantly, enabling HALO to assist your team in real time and automating the work that follows every call.
This feature works out of the box for all supported languages — HALO detects the language of the call automatically and transcribes each speaker turn in the appropriate locale.
How it works
When a call comes in and is connected to a human agent in Service Cloud, transcription starts automatically. Speaker turns are separated into messages in the conversation view — just like any other channel. HALO identifies who is speaking and processes each turn in near real time.
For clients already using HALO voice, the full transcript and summary from the AI agent interaction were already available upon transfer to Service Cloud. Realtime Call Transcription extends this to the conversation between the caller and the human agent.
Key benefits
Agent Assist on Voice
Because transcription happens in near real time, HALO uses each caller turn to generate response suggestions for your agents — telling them what to say and what to do next, directly during the call. This reduces Average Handling Time (AHT), lowers the pressure on agents, and makes voice a more accessible channel for newer or junior colleagues.
Automated After-Call Work (ACW)
After-call work typically accounts for around 20% of the total time an agent spends on a call. With Realtime Call Transcription, HALO handles this automatically:
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Automatic note taking and call summarisation
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System record updates without manual input
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Up to 50% reduction in ACW time
This means your team can handle more calls per day without increasing headcount.
Availability and pricing
Realtime Call Transcription is available for all clients using Native Voice in Service Cloud with a HALO voice profile. There is a small fee per transcribed minute to cover transcription costs.
To enable this feature or discuss pricing, contact your Customer Success Manager or Account Manager.
Prerequisites
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Native Voice must be enabled in your Service Cloud environment
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A HALO voice profile must be configured for your account
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Feature must be activated by your Customer Success Manager if not available yet
Frequently asked questions
Which languages are supported?
Realtime Call Transcription uses automatic language detection. HALO identifies the language spoken during the call and transcribes each speaker turn in the correct locale. No manual language configuration is required.
Does transcription start automatically?
Yes. Once the feature is enabled on your account, transcription starts as soon as a call connects to a human agent in Service Cloud. No action is required from the agent.
What happens to the transcript after the call ends?
The full transcript is saved to the interaction record. HALO automatically generates a summary and updates the relevant system records. The transcript also flows into the Quality Assurance app for automated review.
Is Agent Assist available on voice calls without transcription?
No. Agent Assist on voice relies on the realtime transcript as its input. Transcription must be enabled for HALO to surface suggestions during a call.
How is this different from the existing HALO voice transcript?
The existing HALO voice transcript covers the conversation between the caller and the AI agent before transfer. Realtime Call Transcription extends coverage to the conversation between the caller and the human agent in Service Cloud.