ElevateAI Help & FAQs
Frequently Asked Questions (FAQ)
Get quick answers about features, models, pricing, and support.
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Transcription Models & Capabilities
What’s the difference between the Echo and CX transcription models?
ElevateAI offers two purpose-built transcription models, each designed for specific enterprise needs.
- The Echo model delivers next-generation accuracy for both real-time and post-call transcription. It supports 50+ languages and dialects, with automatic language detection.
- The CX model is tuned for contact centers, offering redaction, language-specific tuning, and integrations that support compliance and coaching.
NOTE: Redaction is currently available only in the CX model and will be added to Echo in future releases.
How accurate are ElevateAI's transcription models?
Our Echo model sets a new benchmark for precision, delivering up to 40 percent higher accuracy than the CX model. Our CX model remains a trusted choice for contact centers, backed by decades of domain expertise and trained on billions of real interactions.
What's the difference between real-time and post-call transcription?
- Real-time transcription captures conversations as they happen, powering live agent assist, alerts, and coaching.
- Post-call transcription processes recordings after calls end, helping teams analyze performance, ensure compliance, and surface insights.
Both options generate structured, searchable text with speaker diarization and multi-channel audio. ElevateAI provides PII redaction for post-call recordings via the CX model.
Does ElevateAI support speaker diarization and multi-channel audio?
Yes! The CX model includes both diarization and multi-channel support for clear, structured transcripts. The Echo model supports diarization and dual-channel audio, ideal for analyzing separate speakers or audio streams.
What audio formats can I upload?
ElevateAI accepts a wide range of audio formats and fidelities, from compressed voice files to high-definition recordings with multiple speakers.
Languages & Global Reach
What languages does ElevateAI support?
- Our Echo model supports more than 50 languages with automatic language detection.
- Our CX model supports North American English, International English, Latin American Spanish, Brazilian Portuguese, French, German, Cantonese, Japanese, and Mandarin.
ElevateAI’s language coverage continues to expand, based on customer needs.
What languages are supported by ElevateAI's Advanced AI models and Generative AI features?
ElevateAI’s Advanced AI models and Generative AI features, including Enlighten AI and CX AI, support the same languages as the CX model. That list includes:
- North American English
- International English
- Latin American Spanish
- Brazilian Portuguese
- French
- German
- Cantonese
- Japanese
- Mandarin
How do I request support for a new language?
ElevateAI is always adding languages. If you need one that isn’t listed, reach out to our team. Echo’s automatic language detection provides coverage of most major languages and dialects.
AI Features & ElevateAI Explore
What Generative AI features are included?
Every transcription includes ElevateAI’s Generative AI capabilities, at no extra cost.
GenAI features include AutoSummary, Agent Coaching Assistant, Interaction Topics, Ask ElevateAI Q&A, and Conversation Composition. Use them with new or existing transcripts or chat logs on a flexible, usage-based plan.
Can I use Generative AI features on my existing transcripts or chat logs?
Yes! Upload existing transcripts or chat logs and apply ElevateAI’s AI features to summarize, analyze, and uncover insights instantly.
Is ElevateAI Explore included with transcription?
Yes! ElevateAI Explore is included automatically with every transcript. It provides dashboards and visualizations so teams can monitor trends, coach agents, and identify CX improvements without a separate BI tool.
Can I build custom dashboards in Explore?
Yes! Use the widget-based dashboard and reporting tool to drag-and-drop your data, grouping results by sentiment, agent, or topic; filtering by metadata, and customize your view in seconds.
Product Performance & Roadmap
How long does processing take?
Processing times depend on integration and concurrency, but generally follow these benchmarks:
- Post-call audio: Generally processed within ~2% of the total file duration
- Transcript or chat uploads: Seconds Interaction processing
- Real-time streaming: ~600-1200 milliseconds latency
Where can I find the latest updates and release notes?
All new features, enhancements, and model updates are published in the ElevateAI Release Notes.
How do I request a new feature?
We welcome ideas from our customers and partners! Submit a feature request or contact your ElevateAI representative for roadmap discussions.
Developer Tools & Integrations
What integration options are available?
- Cloud API: Embed ElevateAI transcription and AI features into your apps or workflows
- Relativity Integration: Process and review audio directly within Relativity for eDiscovery
- Desktop Processing: Run transcription locally for on-premises or offline use
- Custom Workflows: Collaborate with our team to design metadata enrichment or hybrid deployments
All options include access to transcription, Enlighten AI and CX AI models, Generative AI features, and ElevateAI Explore dashboards.
Does NiCE ElevateAI support real-time transcription via API or webhook?
Yes! ElevateAI supports both streaming APIs and webhook integrations for live transcription and immediate insights.
Where can I find developer documentation and SDKs?
Our Developer Hub includes access to authentication guides, SDKs, code samples, and setup walkthroughs for every major programming language.
What support is available for enterprise deployment?
Our technical and partnership teams provide onboarding, architecture guidance, and long-term support for enterprise deployments.
Pricing & Billing
Does ElevateAI have a free program?
Yes! ElevateAI offers two free programs:
- Fast Start (Current): 10 free interactions every day, for new users (October 1, 2025 onward)
- 1K Every Day (Legacy): 1,000 free transcriptions per day for users who joined before September 30, 2025
Both programs provide access to the same trusted transcription models, dashboards, and AI features.
What's included in Fast Start?
Your free interactions include:
- CX and Echo transcription, including Echo Real-Time Transcription
- Enlighten AI and CX AI insights via our Advanced AI models
- ElevateAI Explore dashboards and reporting for instant analytics
- Generative AI features like AutoSummary and Ask ElevateAI Q&A
What’s included in 1K Every Day?
The 1K Every Day program was ElevateAI’s original free offer and is available to customers who registered between launch and September 30, 2025.
Legacy users continue to receive 1,000 free transcriptions per day, with full access to CX and Echo, Generative AI, ElevateAI Explore, and Enlighten AI and CX AI models.
I signed up after September 30, 2025. Which plan applies?
You’re automatically enrolled in the Fast Start program with 10 free interactions each day and full platform access. Upgrade anytime to a pay-as-you-go or an enterprise plan.
What happens when I use all of my free daily interactions?
After you reach your daily limit:
- 1K Every Day users pay standard rates beyond 1,000 daily transcriptions
- Fast Start users continue on pay-as-you-go pricing or can upgrade to an enterprise plan
How do I upgrade my account?
Add credit to your account at any time using a credit card or contact Sales for enterprise pricing and custom plans.
Can I pay with a credit card or request invoicing?
Yes! Add credit to your account using a credit card or review our Invoicing Policy for billing options.
Do you offer volume discounts?
Yes! ElevateAI provides automatic volume discounts as your monthly usage grows.
Compliance & Data Governance
Does ElevateAI maintain industry certifications?
Yes! NiCE ElevateAI operates as a business unit of NiCE, Ltd.; by extension, we are eligible for coverage under NiCE’s certifications, just as we share technology and innovations.
NiCE holds PCI-DSS, SOC 2, HITRUST, and ISO certifications.
Is ElevateAI HIPAA compliant?
Yes! Our data management practices align with HIPAA requirements and include encryption in transit and at rest, strict access controls, and customer-controlled data retention.
How do you address GDPR and CCPA requirements?
ElevateAI adheres to General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) requirements, ensuring transparency, data minimization, and respect for user rights, such as access, correction, and deletion.
Do you honor Do Not Track signals?
Yes! ElevateAI respects Do Not Track (DNT) where required by law and provides clear choices for managing cookies and tracking preferences.
What data does ElevateAI collect?
We collect only what’s needed to deliver and improve our services, including:
- Customer-provided audio, transcripts, and metadata
- Account and usage data, such as usernames, IPs, and activity
- Optional disgnostic data shared with Support
How does ElevateAI use customer data?
Data is used solely to provide, maintain, and improve the ElevateAI platform.
We do not sell or share data for advertising, and we never train third-party models with your content.
How is my data stored and deleted?
Data is encrypted in transit and at rest. Retention and deletion follow your account settings or contract terms, and deleted data is permanently removed through secure deletion.
Can I export my content?
Yes! You retain ownership of your data and can export, audio, transcripts, and results through the ElevateAI API and tools.
Contacting ElevateAI
How can I reach the ElevateAI team?
Our specialists are ready to help with features, setup, pricing, or integrations.
Who do I contact for pricing or quotes?
The ElevateAI Sales team can help with pricing, discounts, and custom enterprise plans.
How can I explore partnerships with ElevateAI?
If you’re a BPO, technology provider, or partner interested in collaboration, reach out to our Partner Sales team.
Still Have Questions?
Our team is ready to help you get the most from ElevateAI.
Delivering CX Insights via Cloud API
NiCE ElevateAI offers enterprise-grade transcription and generative AI capabilities, delivered through robust, cloud-native APIs.
Built on 30+ years of CX analytics expertise, ElevateAI empowers enterprise teams to enrich agent performance, streamline operations, and elevate customer experiences – by seamlessly integrating into your existing tech stack.