Overview
Spoke Enlighten accepts both audio files (call recordings) and text files (transcriptions of a call). There are currently two ways you can ingest supported files into Enlighten. Spoke will be building more methods over time.
- Twilio Flex customers can use Spoke's Enlighten Import Plugin for Twilio Flex
- Use Spoke's Content Analysis API to push files to Spoke Enlighten
Supported Files
Suggest for Very Accurate Output and Guaranteed Scoring
| Type | Notes |
| Audio Files: Dual Channel Audio File | MP3 (preferred), WAV |
| Text: Diarized Call Transcript | TXT |
- Single Channel Files: Single channel audio files (where all participants are recorded on one channel) and Text files that do not identify speakers are able to be used, however, Spoke cannot 100% guarantee the accuracy of any output that replies on exact speaker identification.
Methods for Ingesting calls
Using the Twilio Flex Plugin for Spoke Enlighten
Spoke has built a plugin for Twilio Flex that automates the collection, formatting, and submission of Twilio Flex call recordings into Enlighten for processing. The Spoke Customer Success team will deploy and configure this plugin for customers during implementation. Once installed, the plugin is fully automated.
Changes required to Twilio Flex
Your Twilio Flex Administrators will need to add a new attribute to the Worker in Twilio Flex who will have their calls processed by Spoke Enlighten.
This attribute name can be anything (as the name can be configured in the plugin), however we suggest something like: [Enlighten]=true
Using the Spoke Content Analysis API
The Content Analysis API EndPoint is part of the standard Spoke Developer API. When you /post to the Content Analysis endpoint a new content analysis job is started.
A content analysis job represents an AI-generated automated analysis of call recordings or transcripts. Running a content analysis job extracts key information from a recording or transcript into structured JSON payloads that can be used to drive downstream automation or systems integration.
Using your developers
Customers with development resources should follow the publish API specification found at: https://developer.spokephone.com/#tag/Content-Analysis/operation/contentAnalysisPost
Your account's API rate limits apply to Content Analysis.
Using Spoke's Professional Services Team
Spoke's Professional Services team can design, build, host, and support your integration using Spoke's Automation Platform. This is a paid service. Contact your Spoke Account Team for more information.