To transcribe a customer support call, send the recording to the Potok bot on Telegram with speaker labels on and export TXT or DOCX. Files up to 2 GB work. Get consent to record first, because a call holds personal details that need careful handling.
Transcribe a recording
Send your voice message, audio or video to @potok_now_bot on Telegram and the text comes back in the chat.
Open @potok_now_bot in Telegram
Files up to 2 GB · export to TXT, MD, DOCX, PDF, SRT and VTT · speaker labels and timestamps · about 30 languages
Key facts
- Consent to record must be given at the start of the call, and many places require you to say so aloud.
- Speaker labels separate agent and customer into Speaker 1 and Speaker 2, so you can read each side on its own.
- Searchable text shows which problems come up again and again, which audio alone cannot do.
How to do it
- Say that you are recording. Open the call with a recording notice and note the agreement. Rules vary by country.
- Save the call audio. Export the call from your phone system as an audio file with both sides in it.
- Open the bot. Open @potok_now_bot in Telegram and attach the call file.
- Switch on speaker labels. Agent and customer appear as numbers, so you can follow who said what.
- Export for review. Choose DOCX if you want to comment on the call, or TXT to load it into a search tool.
- Search for patterns. Look for repeated words such as refund, login or delay across many calls.
- Remove personal data. Before you share the text, delete card numbers, addresses and other private details.
What the result looks like
[00:00] Speaker 1: Thank you for calling. This call is recorded. How can I help?
[00:05] Speaker 2: I cannot log in to my account since this morning.
[00:10] Speaker 1: I am sorry about that. Let me check the account with you.
[00:15] Speaker 2: Thank you. I have the email address ready.
Sample text written by us to show the layout of a transcript. It is not the output of the recognition engine and not a real recording.
| Feature | Details |
|---|---|
| Where it works | Telegram bot @potok_now_bot; large files go through the bot's mini app |
| File size | Up to 2 GB |
| Export | TXT, MD, DOCX, PDF, SRT, VTT |
| Speakers and time | Speaker labels and timestamps can be switched on |
| Languages | About 30 languages with good published results; a few more with warnings |
| Translation | The transcript is not translated into another language |
| Dictation | A separate Potok desktop app lets you dictate text into any program; it recognises Russian speech |
Common mistakes
| Mistake | What happens | Fix |
|---|---|---|
| Recording without telling the customer | Many places treat this as a breach, and the recording may not be usable. | State at the start that the call is recorded and why. |
| Leaving payment details in the text | Card numbers sit in a plain file anyone can open. | Delete them from the text, and avoid reading them out during a recorded call. |
| Mixing both sides on one noisy channel | The quieter side gets lost and labels drift. | Record each side on its own channel if your system allows it. |
| Judging an agent from a single call | One bad call does not show the pattern. | Review a sample of calls before you draw conclusions. |
More
See the full list of languages, the tools and the glossary.
Frequently asked questions
Do I need consent to transcribe a call?
You need consent to record it, and the rules differ by country. Say that the call is recorded at the start.
Can the text tell agent and customer apart?
Speaker labels can be switched on and show as numbers. You decide which number is which.
Which format suits call review?
DOCX for comments, TXT for loading into a search tool.
Is it safe to keep card numbers in the text?
No. Remove them from the text and avoid saying them aloud on a recorded call.
How big can a call recording be?
Files up to 2 GB. Longer calls fit easily, and the Upload button handles the largest.
Sources
Each source was opened by hand on the date shown. Pages change, so open the source if a detail matters to you.
- Voicemail (Wikipedia), Wikipedia · checked
- Speaker diarisation (Wikipedia), Wikipedia · checked
Try it on your own recording
Send your voice message, audio or video to @potok_now_bot on Telegram and the text comes back in the chat.
Open @potok_now_bot in Telegram