Speech-to-Text Processing for Voicemail Attachments in Workflows

It would be useful to add a speech-to-text capability within Neo workflows to support voicemail transcription from ticket attachments.

In many MSP environments, voicemails are received as ticket attachments containing audio files. Built-in phone system transcription is often limited, unavailable in lower tiers, or inaccurate, which reduces the usefulness of these tickets for automation and triage.

With this feature, Neo could detect audio attachments in a ticket, process them through a speech-to-text API, and generate a clean transcription of the voicemail content.

Once transcribed, the output could be used in several workflow steps:

• Add the transcription as an internal note on the ticket for technician visibility

• Summarize the voicemail content to assist with triage or categorization

• Extract intent or keywords to suggest possible resolutions or next actions

• Optionally generate draft responses back to the client based on the voicemail context

This would provide structured text data from otherwise unstructured audio, enabling more effective automation and decision-making within ticket workflows.