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 ElevateAI’s Echo model and CX model?
ElevateAI offers two powerful transcription models tailored for different use cases:
CX Transcription Model
- Purpose-built for contact centers, the CX model is tuned to support customer experience workflows with features like redaction, language-specific tuning, and AI integrations.
Learn more about the CX model »
Echo Transcription Model
- Echo is ElevateAI’s next-generation transcription engine, delivering up to 40% higher accuracy than the CX model.
- It’s designed for both real-time and post-call transcription, and works across a broader range of use cases.
Learn more about the Echo model >>
NOTE: Redaction is not currently supported in Echo, but future updates will expand its capabilities toward full feature parity with the CX model.
How accurate are the Echo and CX transcription models?
The Echo model delivers approximately 40% higher accuracy than the CX model, making it ElevateAI’s most precise transcription engine to date.
The CX model offers highly accurate transcription tuned for contact center workflows, backed by decades of domain expertise and training on billions of real interactions.
What is the difference between post-call and real-time transcription?
In contact centers, transcription converts spoken conversations into accurate, machine-readable text – and it can happen in two ways:
- Real-time transcription captures conversations as they happen, enabling live agent assist, alerts, and in-the-moment insights.
- Post-call transcription processes recorded calls after they end, supporting analytics, QA, and compliance workflows.
Both methods help transform voice data into searchable, structured text for use cases like sentiment analysis, performance coaching, and conversation intelligence.
ElevateAI transcription supports enterprise-grade features including speaker diarization, multi-channel support, and PII redaction for secure, scalable deployment.
Do ElevateAI transcription models support speaker diarization and multi-channel audio?
Yes – the CX model supports both speaker diarization (identifying who said what and when) and multi-channel audio support. Both features were built into ElevateAI’s transcription engine, enabling clearer, structured transcripts ideal for compliance, speaker-specific analytics, and conversational intelligence.
The Echo model currently supports speaker diarization and dual-channel audio support.
What audio formats and file types are supported by ElevateAI?
ElevateAI supports any audio format and fidelity, ensuring compatibility with a wide range of input sources. The API handles everything from compressed voice files to high-fidelity multi-speaker recordings.
Are Generative AI features included with ElevateAI transcription?
Yes – ElevateAI’s Generative AI features, including AutoSummary, Agent Coaching, and more, are included at no additional cost with transcription processing.
Already have transcripts or chat logs? You can upload your own content and access GenAI features using our flexible, pay-as-you-go pricing model.
Language & Global Support
What languages does ElevateAI transcription support?
ElevateAI supports transcription in multiple languages, depending on the model used:
- CX Transcription Model supports North American English, International English, Latin American Spanish, Brazilian Portuguese, French, German, Cantonese, Japanese, and Mandarin.
View full list of languages our CX model supports » - Echo Transcription Model supports 50+ languages with automatic language detection.
See full list of Echo-supported languages » - CX AI Models & Generative AI Features (including AutoSummary) are available in: North American English, International English, Latin American Spanish, Brazilian Portuguese, French, German, Cantonese, Japanese, and Mandarin.
Don’t see your language? ElevateAI is constantly expanding language support.
Contact us to explore additional options and availability.
Which languages does ElevateAI's CX transcription model support?
The CX Transcription Model supports high-accuracy transcription in the following languages:
- North American English
- International English
- Latin American Spanish
- Brazilian Portuguese
- French
- German
- Cantonese
- Japanese
- Mandarin
Don’t see your language? ElevateAI is continuously expanding language support.
Learn more about CX model capabilities or contact our team to explore additional language options and availability.
Which languages does ElevateAI’s Echo transcription model support?
The Echo transcription model supports 50+ languages with automatic language detection for seamless transcription across global interactions.
View the full list of Echo-supported languages »
Don’t see the language you need? Remember, the Echo model offers automatic language detection – and the ElevateAI team is continually expanding its offerings.
Contact us to explore language availability, model capabilities, and roadmap timelines.
Which languages are supported by ElevateAI's Generative AI features?
ElevateAI supports the following languages for our Generative AI features, Enlighten AI, and CX AI models:
- North American English
- International English
- Latin American Spanish
- Brazilian Portuguese
- French
- German
- Cantonese
- Japanese
- Mandarin
Don’t see the language you need? ElevateAI is continually expanding its support.
Contact us to explore language availability, model capabilities, and roadmap timelines.
Which languages do ElevateAI's Enlighten AI and CX AI models support?
ElevateAI supports the following languages for our Generative AI features, Enlighten AI, and CX AI models:
- North American English
- International English
- Latin American Spanish
- Brazilian Portuguese
- French
- German
- Cantonese
- Japanese
- Mandarin
Don’t see the language you need? ElevateAI is continually expanding its support.
Contact us to explore language availability, model capabilities, and roadmap timelines.
How do I request support for a new language?
Remember, the Echo model offers automatic language detection – and the ElevateAI team is continually expanding our capabilities, based on user feedback.
To request additional language support or features, please contact our team – we prioritize customer-driven enhancements.
Contact us to explore language availability, model capabilities, and roadmap timelines.
AI Features & Insights
What Generative AI features are included with ElevateAI?
ElevateAI includes Generative AI features such as AutoSummary, Agent Coaching Assistant, Interaction Topics, Ask ElevateAI Q&A, and Conversation Composition – all at no additional cost.
The GenAI features can be used not only on new transcripts, but also on your existing transcripts or chat logs, using consumption-based pricing.
Can I use Generative AI features on existing transcripts or chat logs?
Yes – the ElevateAI Generative AI features can be used not only on new transcripts, but also on your existing transcripts or chat logs, using consumption-based pricing.
Is ElevateAI Explore included with transcription?
Yes – ElevateAI Explore is included at no additional cost with every transcript. There’s no extra setup required.
Purpose-built for contact centers, Explore makes it easy to uncover actionable insights, monitor CX trends, and visualize transcription data – all directly within the ElevateAI interface, without needing a separate BI tool.
Can I build custom dashboards in ElevateAI Explore?
Yes – ElevateAI Explore features a widget-based dashboard UI with drag-and-drop customization.
Users can build custom dashboards, apply filters and aggregations, group results by attributes like sentiment or agent, and enrich queries with metadata – all without leaving the web-based platform.
Product Features & Roadmap
How long does it take for files to process?
ProcessingTime: Post-Call Transcription
- Audio-based interactions are generally processed within ~2% of the total file duration.
- Interaction processing for transcript/chat interactions takes place in seconds.
Processing Time: Real-Time Transcription
- Real-Time, audio-based interactions are typically processed in ~600-1200 ms.
Processing time varies, depending on integration structure and request concurrency.
Please see our product documentation for additional, specific details or contact ElevateAI Support for assistance.
Who can I contact to learn more about ElevateAI features and roadmap?
For questions about ElevateAI capabilities, transcription models, or the product roadmap, you can:
Our team is happy to walk you through current features and what’s coming next.
Where can I find ElevateAI release notes & updates?
You can view all product updates, new features, and enhancements in the ElevateAI Release Notes section of our documentation.
Our release notes include:
- New feature launches (e.g. Echo model, Generative AI tools, Explore enhancements)
- Improvements & bug fixes
- Model accuracy updates and language expansions
- Version history for APIs and SDKs
We recommend checking regularly to stay current on the latest capabilities.
How do I request new product features?
We welcome feedback and ideas to help shape the future of ElevateAI. If there’s a feature you’d like to see added or improved:
Submit a Feature Request – Share your suggestions with our product team directly
Talk to Us – Our team can help evaluate your request and explore potential solutions or roadmap alignment
Enterprise Partners – For roadmap discussions and strategic feature planning, please contact your ElevateAI Partner team representative
Developer Tools & Integrations
What integration options does ElevateAI offer (e.g., APIs, Desktop, Relativity)?
ElevateAI offers flexible integration options to meet the needs of enterprise contact centers, legal teams, and AI developers:
- Cloud API – Easily integrate ElevateAI transcription and AI features into your own applications, platforms, or workflows using secure, RESTful APIs.
- Relativity Integration – Leverage ElevateAI directly within the Relativity legal platform to streamline eDiscovery and audio review for litigation and investigations.
- Desktop Processing Solution – Run transcription locally with our desktop app, ideal for secure environments or on-premises processing.
- Custom Workflows – Build tailored solutions with support from the ElevateAI team, including metadata enrichment, post-processing, or hybrid deployments.
All integration options support access to transcription, Enlighten AI, CX AI, Generative AI features, and ElevateAI Explore dashboards.
Need help choosing an integration path? Contact our team to explore what works best for your use case.
Does ElevateAI support real-time transcription via streaming APIs or webhooks?
Yes – ElevateAI supports both real-time transcription and post-call processing, allowing integrations via streaming APIs or webhooks for immediate transcription and insight generation during live interactions.
Where can I find developer documentation and SDKs?
You can find everything developers need to build with ElevateAI in our official documentation and developer resources:
- API Reference & Guides – Learn how to authenticate, submit files, manage jobs, and retrieve transcripts and AI outputs.
- SDKs & Code Samples – Access SDKs and starter code to accelerate integration across popular programming languages.
- Implementation Walkthroughs – Step-by-step guides for setting up transcription, using GenAI features, and customizing workflows.
Still Need Help?
Where can I find technical and developer resources?
Developers and technical teams can access APIs, SDKs, and implementation guides to start building with ElevateAI:
Everything you need to integrate, deploy, and optimize ElevateAI is just a click away.
What support does ElevateAI offer for enterprise deployment and integration?
ElevateAI’s cross-functional team provides expert support for enterprise evaluation and deployment of our Cloud APIs, AI-powered transcription models, and Generative AI features.
Whether you need help with integration, custom deployment, or strategic partnerships, we’re here to help.
Contact us for assistance with pricing, technical capabilities, and long-term solution alignment.
Payments & Pricing
What is included in the 1K Every Day promotion?
The 1K Every Day program gives every user access to 1,000 free transcriptions per day – an industry-first offer from ElevateAI.
You can choose between two powerful transcription models:
- CX Model – Purpose-built for contact centers and trained on billions of CX interactions
- Echo Model – Our most advanced engine, with 50+ language support and automatic language detection
Your free daily usage also includes:
- AI-Driven Insights via Enlighten AI and CX AI
- ElevateAI Explore dashboards for no-code reporting and analysis
- Generative AI Features like AutoSummary and Ask ElevateAI Q&A
Learn more about 1K Every Day » or Get Started Now »
What happens after I exceed my 1K free daily interactions?
Once you exceed the 1,000 free daily interactions included in the 1K Every Day program, you will incur standard usage fees as outlined in the pricing plan. Billing seamlessly continues based on your selected model and consumption.
How do I upgrade from a free account?
With ElevateAI’s 1K Every Day plan, you get 1,000 free interactions daily. When you’re ready for more, upgrading is easy:
- Add credit to your account anytime using a credit card
- Or, contact ElevateAI Sales to explore custom or enterprise plans
Need Additional Information?
Can I use a credit card to pay for ElevateAI services?
Yes – if you have a prepaid ElevateAI account, you can add credit using a credit card at any time.
Need invoicing instead? Review our invoicing policy »
Need Additional Information?
How much does it cost to run CX AI on existing transcripts or text files?
Processing stand-alone transcripts or chat files with CX AI is billed at $0.01 per 1,000 words.
Do you offer volume discounts?
Yes – ElevateAI offers tiered pricing with automatic volume discounts based on your monthly interaction usage. The more you transcribe, the less you pay per interaction.
Security & Compliance
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.
For a complete, living list of NiCE’s Audits and Certifications, please click here.
Is ElevateAI HIPAA compliant?
Yes! We prioritize privacy and transparency, in full compliance with legal guidelines. Our data management procedures ensure responsible and secure protection, retention, and deletion processes, in addition to appropriate training methodologies.
- Access our Privacy Policy for more information on ElevateAI’s approach to data management, data retention, and handling
- Access the NiCE ElevateAI Terms of Use for additional information around our governing documents and guidelines
Are NiCE transcripts secure?
Per the NiCE Automatic Speech Recognition (ASR) datasheet, transcripts are encrypted in transit and at rest, and customer data is kept within secure environments.
NiCE meets ISO:27001 and PCI DSS security standards and manages ASR as part of its certified cloud security services.
- Click here for more on NiCE Automatic Speech Recognition (ASR)
- Click here for more on NiCE Audits and Certifications
Contacting ElevateAI: Sales & Partnerships
I have more questions – how can I contact the ElevateAI team?
Our ElevateAI team – including product experts, engineers, and sales specialists – is here to help.
We’re happy to answer questions about features, setup, pricing, or custom solutions.
Who can I contact for sales or pricing inquiries?
For all questions related to pricing, volume discounts, custom quotes, or enterprise solutions, our Sales team is here to help. Contact ElevateAI Sales for:
- Custom Pricing & Quotes – Tailored plans for your organization’s specific needs and usage
- Billing & Invoicing Questions – Guidance on payment methods, credit usage, and account upgrades
- Enterprise & Partner Solutions – Explore strategic integrations, co-selling, or high-volume deployments
Not sure where to start?
Can I get a custom quote?
Absolutely – we offer custom quotes tailored to your organization’s specific transcription volume, feature needs, and deployment preferences.
To request a custom quote:
Looking for standard pricing?
How do I get in touch about partnerships with ElevateAI?
If you’re a BPO, technology provider, or interested in co-selling or joining the ElevateAI Partner Program, our Partner Sales team would love to connect.
Still Have Questions?
Our ElevateAI team is here to help. Whether you need technical support, pricing details, or guidance on features and integrations, don’t hesitate to reach out.
Explore more resources:
ElevateAI — powering smarter customer experiences with AI-driven insights.
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.