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Gladia integration recipes: connect calls to your CRM and workflow stack
TL;DR: Connecting call data to CRM and workflow tools requires accurate transcription at the base layer — downstream records are only as reliable as the words captured first. This guide covers four integration paths: Zapier for prototyping, Make.com for visual conditional routing, n8n self-hosted for high-volume privacy-sensitive workloads, and direct REST API for production infrastructure. Gladia's Solaria-1 model benchmarks at an average 29% lower WER and 3x lower DER versus alternatives.
How to build a customer support call flow (AI blueprint)
TL;DR: Traditional IVR systems route calls by button press and fail when callers switch languages mid-sentence. AI-augmented flows treat audio as a structured pipeline: async transcription handles the high-accuracy layer for diarization, post-call summaries, and CRM sync, while real-time transcription at sub-300ms latency enables the live agent assist layer covered in this guide. Sub-300ms latency ensures guidance arrives while conversations progress; higher latency reduces assist usefulness. Building in-house involves substantial infrastructure, DevOps, and maintenance costs.
Call transcription accuracy benchmarks: What contact centers should measure
TL;DR: Public STT benchmarks on clean English audio rarely predict how models perform on noisy, accented, multilingual contact center calls. To evaluate vendors properly, measure WER overall, WER per language and accent, DER, latency p50/p95/p99, and code-switching accuracy on your own production audio, not vendor test sets. Self-reported accuracy claims are meaningless without published methodology. Hidden per-feature fees for diarization and NER can compound significantly at scale compared to all-inclusive pricing models.
How to build a voice-to-text Discord bot with Gladia real-time transcription API
Published on Sep 21, 2023
Discord, the leading communication platform for gamers and communities, is designed for seamless communication with other users, be it through text channels, DMs, 1-1 calls or even collective voice channels.
Based on multiple request from our Discord members, we’ve built a custom JavaScript bot that makes use of Gladia’s live transcription API to transcribe speech in real time directly on the Discord server.
What can you do with Discord bot?
First, you can transcribe voice in real time directly on Discord’s voice channels. Ex. you’re streaming a game on Discord and want to access some learnings and tips received during the sessions. Or, you’re having your group gathers on the platform and want to be able to review the talking points after – just like with any other virtual meeting platform.
Beyond that, a bot like this could be used for real-time moderation to flag hate speech and ban users. With additional tools like ChatGPT, you could also create command-based notes to provide meeting summaries and helps you catch up with meetings you may have missed.
How to implement the Discord.js v14 bot + Gladia real-time transcription
Step 1: Register your bot
Create a Discord bot that you'd like to use for transcription. If you’ve never built one before, here’s a useful resource to help.
First, install all the required package by running:
npm install
Then, you will to setup the index.js script with your Discord keys, guild ID (Server ID), and the Voice Channel ID.
Step 2: Retrieve API key
Sign up for our speech-to-text API at app.gladia.io and obtain your API key. Documentation for Gladia live transcription can be found here.
Step 3: Code integration
Once everything is set up properly, simply run:
npm run start YOUR_GLADIA_TOKEN
Your bot should then join the channel corresponding to the channel ID you configured in the index.js file.
Step 4: Configure Discord permissions
Make sure your bot is invited on the server;
Give the bot the required voice permissions.
Bear in mind that the current v1 implementation of the bot is not fully optimized, so you might experiences inaccuracy regarding language changes & words.
We hope you enjoyed this short tutorial. Given how much audio data still goes to wasted, we’re always curious to explore the many ways in which transcription tech can be used to remedy that. Let us know if you went on to build a bot or used our API for others apps on Discord or beyond, we’d love to hear from you.
About Gladia
At Gladia, we built an optimized version of Whisper in the form of an API, adapted to real-life use cases and distinguished by exceptional accuracy, speed, extended multilingual capabilities and state-of-the-art features, including speaker diarization and word-level timestamps.
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Speech-To-Text
Gladia integration recipes: connect calls to your CRM and workflow stack
Speech-To-Text
How to build a customer support call flow (AI blueprint)
Speech-To-Text
Call transcription accuracy benchmarks: What contact centers should measure
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