Colin Pickard
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Activity overview
Latest activity by Colin Pickard-
Colin Pickard created an article,
Intelligent Voice on AWS
The primary Intelligent Voice system is a batch processing system designed to process hours of audio recordings as efficiently as possible. We also offer systems designed for real-time transcripti...
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Colin Pickard created an article,
Intelligent Voice API
To get started using the Intelligent Voice API use our online documentation: 4.0.1 4.1
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Colin Pickard created an article,
Detecting payment card data in voicemails
Intelligent Voice PCI redaction for Zendesk does not scan voicemails by default, only inbound and outbound calls. If you have payment card data in voicemails you can enable scanning of voicemails b...
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Colin Pickard created an article,
Why are some recordings not processed?
When a new recording is added to a ticket on your Zendesk, a trigger notifies Intelligent Voice, which will attempt to read the recording and post a new comment to the same ticket. There are some ...
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Colin Pickard created a post,
Service Incident 20th March
We are currently investigating the cause of a loss of service affecting Intelligent Voice PCI redaction for Zendesk. Between approximately 15:00-16:30 GMT today the service was intermittently unava...
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Colin Pickard created an article,
Catchup
Intelligent Voice offers a catch up service for subscribers to PCI redaction for Zendesk. This brings the benefits of PCI redaction for recordings created before you subscribed. The service is bil...
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Colin Pickard created an article,
Disabling or uninstalling Intelligent Voice PCI redaction for Zendesk Talk
You can uninstall the app at any time, which you can do in your Zendesk under Admin – Apps – Manage. The Intelligent Voice service is directly integrated with Zendesk, so uninstalling the app auto...
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Colin Pickard created an article,
Changing the number of agents
Intelligent Voice PCI redaction for Zendesk Talk is licensed for each Zendesk Talk agent. If some of your agents do not have Zendesk Talk you can reduce the number of agents for this app. To do th...
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Colin Pickard created an article,
How does Intelligent Voice redact payment card data in Zendesk Talk?
Calls recordings go through a number of steps: 1. An agent or customer initiates the call 2. Zendesk Talk creates a new ticket in Zendesk Support 3. The call is completed 4. Zendesk Talk adds a new...
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Colin Pickard created an article,
What is Intelligent Voice transcription for Zendesk Talk?
Intelligent Voice transcription for Zendesk Talk is a Zendesk App for users of Zendesk Talk. A standard feature of Zendesk Talk is to record calls and create tickets in Zendesk Support which inclu...