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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 integrate live transcription API with Twilio to transcribe calls in real time
Published on Sep 28, 2023
Twilio, used by hundreds of thousands of businesses and more than ten million developers worldwide, can now integrate with our live transcription API. The integration makes it easier for users to natively transcribe any phone call in real time while using Twilio. With transcribed text at your disposal, you'll then be able to analyze, archive, and act upon voice data more effectively.
Below, you’ll find a step-by-step guide on setting up the Twilio integration with Gladia API in JavaScript for free.
What can you do with Twilio integration?
Any developer can use this integration to transcribe phone calls in real-time.
How to implement Twilio + Gladia real-time transcription integration
Step 1: Set up your Gladia account
If you haven't already, sign up for our Speech-to-Text API at app.gladia.io and obtain your API key.
Step 2: Create and parametrize your Twilio account
Get a phone number, following the first step of the main page to connect to your Twilio account.
On the left panel Develop > United States (US1) > Phone Numbers > Manage > Active numbers.
Click on the phone number you just created.
In 'Configure' panel, 'Voice Configuration' section, 'A call comes in' field, choose 'Webhook' with URL = 'http://[your-id-address]:[your-app-port-number]' and HTTP = 'HTTP POST'
Step 3: Configure your server and install dependencies
In .env file, add GLADIA_API_KEY var with your API key obtained from Gladia’s website and PORT var, the port you used to configure your phone number in above section (default is 8080)
Feel free to check out the video version of the tutorial for a step-by-step walkthrough with one of our software engineers, Antoine.
We hope you enjoyed this how-to 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 end up using our API with Twilio, Discord, or other, 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 professional 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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