Getting customer names and customer voice from Gong API transcripts

Hey there ​@anthonyonesto, welcome to the Community! 🎉

Just came across this and spotted you reached out to our Support team and it seems you got this solved with an AI by Zapier action and adjusting the prompting to get it to extract the customer name and other details. Nice work! 🙌

As this appears to be sorted, I’ll mark this as solved for now but please do reach back out if you need help with anything further!

Thanks. It was not settled unforuntately. I can’t seem to bring in the transcripts and have it flow through the prompts. It was hallucinating and I realized it wasn’t analyzing the transcripts, but just the meta data from the calls. I can’t seem to figure out how to pull the full transcripts into Zapier and then have it analyzed by the AI/prompts. 

Sorry to hear that ​@anthonyonesto, and for the delay in my reply here.

Hmm, what have you currently got selected for input of that AI by Zapier action - can you share a screenshot of that? Just be sure to use a tool like Zappy to remove any personal info like names, emails etc. before sharing as this is a public space.

Also, I had a look at the fields returned from the New Call Gong trigger but couldn’t see any that seem to provide the transcription text. Are the transcripts only saved in Gong or do they get stored somewhere else, like Google Drive for example? Just wondering if we might be able to use an alternative trigger app if Gong doesn’t provide the necessary transcript details.

Looking forward to hearing from you! 🙂

Hey ​@anthonyonesto,

If pulling name from the transcript is not working or if it’s not there in the transcript as well. You can get the speaker’s name by calling this particular endpoint in Gong API /v2/calls/extensive. See documentation here- https://gong.app.gong.io/settings/api/documentation#post-/v2/calls/extensive

It can get a bit technical using the API but once you understand the Gong API you can use Webhook by Zapier POST action you can achieve your desired workflow.

See above it’s exposing the speaker’s name.

Also for getting the customer only portion you can filter by the Speaker ID so it only pulls that. Hope it helps!

PS: Need professional help? Reach me through my Zapier Solution Partner page here :)

Hey ​@anthonyonesto 👋 Have you had a chance to give Sparsh’s suggestion a try yet?

Keep us posted on how it goes, want to make sure you’re all set.

Thanks for letting me know ​@anthonyonesto, and sorry for the delay in my reply here. I’m so glad you were able to find an alternative way to get the transcripts pulled through - nice work! 🙌 I’ll mark that as the answer for now since that seems to have sorted it for the moment.

If there’s anything else we can help with please do reach back out. In the meantime, happy Zapping! ⚡