Service Cloud Voice Implementation Guide
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kvsTranscriber Lambda Function
This Lambda function does the actual real-time transcription work.
This function is not directly invoked from a contact flow. It is triggered by the
kvsConsumerTrigger Lambda function. You do not need to call this function
manually.
Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. No additional configuration is necessary.
Usage: The kvsConsumerTrigger Lambda function automatically calls this function. You do not need to call this function manually.
This Lambda function performs the following steps:
- Generates the JWT token that is required to authenticate into the Salesforce Telephony Integration API.
- Starts Amazon real-time transcription and hooks the audio stream (between agent and end user) to the transcription service.
- Parses the generated transcripts and invokes the CreateMessage API on the telephony Integration Service to stream the transcripts into Salesforce.
- Stops the transcription when the call ends.
To learn how to use Amazon Transcribe’s custom vocabulary and vocabulary filtering, see Improve Amazon Transcribe's Transcription Accuracy with Custom Vocabulary and Filters.