With real-time agent assist, Salesforce teams can use live conversation context to support agents, reduce manual notes, and keep customer interactions moving.
Live transcripts keep every detail visible throughout a call, making it easier for agents to gather key information while the conversation is still happening.
Every conversation is preserved in a format teams can search, revisit, and reference for follow-up, dispute handling, or interaction history review.
The transcription engine handles customer conversations across supported languages, accents, and dialects — documenting the conversation without new workflows for each language cluster.
Sensitive PII can be removed from the transcript in real time before the conversation data reaches the CRM. Organizations in two-party consent states or disclosure jurisdictions can configure deployment accordingly.
As a call begins, the transcription layer processes supported audio and converts speech into text while the conversation continues. Transcription latency matters here — faster text availability makes the transcript useful during the call, not only afterward.
The transcription engine captures conversations across supported languages while handling accents, dialects, background noise, and industry terms — helping teams capture customer conversations consistently across different languages and call conditions.
Alongside recognizing speech across languages, voice activity detection identifies speech events while filtering out silence, hold events, and other non-speech events — improving the quality of conversation data for downstream AI processes.
Once conversation text is available, real-time agent-assist workflows can use that context to surface relevant information, prompts, or guidance during the call — without leaving the conversation to search knowledge bases or CRM records.
Live transcription CRM logging connects the transcript and relevant call data with the appropriate Salesforce record as the interaction progresses. Field values can be extracted and written to case fields, contact records, or opportunity data automatically, with case creation and retention policies configured to your governance requirements.
The transcript automatically enters the permanent interaction log immediately after the call ends. The interaction log can be searched, reviewed, and used for quality management, monitoring, and coaching purposes.
Turn live calls into actionable conversation data instead of a record you only get to read afterward.
| Real-Time Transcription | Post-Call Transcription | |
|---|---|---|
| When it runs | During the active call | After the call ends |
| Primary value | Agent assist, supervisor monitoring, mid-call compliance flagging | Quality review, coaching, summarization, dispute resolution |
| Agent impact | Surfaces context and guidance while the conversation is happening | No in-call benefit — output is available after the interaction |
| Supervisor use | Live visibility into active conversations without listening in | Review of completed calls for quality and performance |
| Compliance | PII and sensitive data flagged or redacted mid-call | Redaction applied to recording or transcript after the call |
| CRM logging | Transcript attaches to the record as the call progresses | Transcript attaches after call completion |
| Best for | Operations where in-call context changes outcomes | Operations focused on post-interaction analysis and improvement |
15 minutes, your call flow, your data — no generic demo script.
Customer calls may involve inquiries related to accounts, transactions, policies, and sensitive financial data.
Financial Services industry pageConversations between patients and healthcare providers can include sensitive data that requires careful handling.
Healthcare industry pageHigh-volume operation teams need agents that can focus on their customers, while supervisors maintain visibility across every conversation.
BPO & Outsourcing industry pageTelecom providers face endless inquiries for billing, service issues, plan changes, and technical assistance.
Insurance-related calls include information about policies, claims, coverages, eligibility, and client information — all sensitive data that require documentation.
Insurance industry pageA mid-sized insurance provider handled policy, claims, and renewal calls across a distributed service team. Agents had access to call recordings, but those recordings were mainly useful after the interaction — and supervisors spent significant time reviewing calls to find specific customer statements, missed details, or compliance-sensitive exchanges.
Girikon introduced real-time call transcription for Salesforce, making spoken conversations available as searchable text while calls were underway and attaching completed transcripts to the relevant customer records. Agents gained immediate conversation context, while supervisors could locate relevant parts of calls without listening through entire recordings.
Book a DemoOrganizations can add real-time transcription to Salesforce without changing their existing telephony environment. Service Cloud Voice (SCV) uses Amazon Connect for telephony and requires the applicable Service Cloud licensing — moving from another telephony platform may also involve planning for migration and integration changes.
GirikVoice and GirikCTI provide an alternative by adding a real-time transcription and conversation intelligence layer to the voice infrastructure already in place, with support for existing voice infrastructure through options such as BYOC/BYOP and SIP trunking — supporting live transcription CRM logging, agent-assist workflows, supervisor monitoring, and conversation intelligence during active calls. For a deeper look, see our guide on salesforce native call transcription.
Connect real-time call transcription for Salesforce directly to your CRM records and workflows your teams already use.
Communicate with a wider customer base through multilingual real-time transcription that supports accents and dialects.
Live transcription for real-time assistance to agents on Salesforce, call monitoring, follow-ups, and other workflows while the call is still happening.
Connect transcription with existing telephony environments, including different voice platforms, without replacing the infrastructure your teams already use.
Protect sensitive call data with enterprise security controls for regulated conversations, including SOC 2, GDPR, and HIPAA-compliant call transcription where applicable.
Turn live calls into structured, searchable Salesforce records with real-time transcription and conversation intelligence from GirikVoice — so agents stay in the conversation instead of typing through it.