**To train Capitão, Papo's artificial intelligence assistant (https://papo.global/), with old call transcripts, export the audio from your call history, convert it to text with an external transcription tool, and add the text files as documents to the assistant's Knowledge Base.** This process leverages real conversations already handled by your team to teach the AI the terms, questions, and tone your customers actually use, refining Capitão's understanding and increasing the automatic response rate.

## Summary of the transcript training process

| Step | Action | Expected result |
| :--- | :--- | :--- |
| **Export audio** | Download recordings from Papo's call history (when available). | Raw material with customers' real voices. |
| **Transcribe** | Convert audio to text using services such as Google Speech-to-Text, Azure, or Whisper. | Searchable text ready for analysis. |
| **Prepare documents** | Organize transcripts into .txt or .pdf files, removing sensitive data. | Clean, anonymous content for the AI. |
| **Add to Knowledge Base** | Upload the documents in Capitão's Documents section. | The assistant starts consulting real speech to formulate responses. |
| **Create FAQs from patterns** | Identify frequent questions in the transcripts and register them as FAQs. | Direct answers to the most common questions that appear in calls. |

## Why use old call transcripts?

The phone conversations your team has already handled are a gold mine for training Capitão. Unlike static documents or FAQs written by a manager, transcripts show how customers really express themselves: the words they use, the questions they repeat, and even the objections they raise before closing a purchase. By feeding this material into the Knowledge Base, you teach the AI to recognize intentions more naturally, reducing the number of messages that need to be transferred to a human agent.

This method is especially useful for businesses that already have a large volume of recorded calls and want to accelerate the assistant's learning curve without relying only on assumptions or hypothetical questions.

## How call history works in Papo

Papo's Calls module stores the history and statistics of all calls made through the platform. You can view the list of calls with information such as direction (inbound/outbound), status, and method. If your account has call recording enabled, the audio files are linked to each record and can be exported for external use. If recording is not available, you can still use notes and conversation summaries as a training source, although audio transcription provides the highest level of detail.

## Step by step to train Capitão with transcripts

1. **Export the call audio.** Go to the call history in the Papo dashboard and find the conversations you want to use. If recording is enabled, download the audio files to your computer.
2. **Convert audio to text.** Use an external transcription tool (such as Google Speech-to-Text, Microsoft Azure Speech, or Whisper) to generate the text corresponding to each call. Review the transcript to correct any errors and remove sensitive personal data (document numbers, card numbers, etc.).
3. **Format the transcripts as documents.** Save each transcript in a .txt or .pdf file. Group conversations by topic (sales, support, billing) if you want to better organize the base.
4. **Add the documents to Capitão's Knowledge Base.** In the Papo dashboard, go to the settings of the Capitão assistant you want to train. In the Knowledge Base section, upload the transcript files as documents. The platform processes the content and makes it available for the AI to consult.
5. **Create FAQs based on the patterns found.** Analyze the transcripts and identify the most repeated questions. Register these question-and-answer pairs in Capitão's FAQs area. Example: if several calls ask "What is the deadline for the boleto to become due?", create an FAQ with that question and the correct answer.
6. **Track improvement in reports.** After a few days, check the service reports to see whether Capitão's automatic response rate has increased and whether the number of transfers to humans has decreased. Adjust the documents and FAQs as needed.

## Who this training is recommended for

- Companies that already have a large volume of recorded calls and want to speed up assistant setup.
- Operations that want to capture customers' real vocabulary, including slang, synonyms, and regional expressions.
- Teams that notice Capitão does not understand some questions because they are phrased differently than expected.
- Businesses that want to reduce the AI's ramp-up time by using historical data instead of creating FAQs from scratch.

## Frequently asked questions

### Does Papo automatically transcribe calls?

The Papo platform stores call history and recordings, but audio-to-text transcription must be done with an external tool. After conversion, you can send the text as a document to Capitão's Knowledge Base.

### Can I use any transcript file format?

The most common formats accepted as documents in the Knowledge Base are .txt and .pdf. Check the upload section to see which extensions are currently supported.

### Do I need to edit the transcripts before sending them?

Yes. It is recommended to review the text to correct speech recognition errors and, above all, remove personal or sensitive information that should not be stored in the AI's base.

### Do transcripts replace FAQs?

No. Transcripts work as context material that Capitão consults to better understand customer language. FAQs, on the other hand, are direct answers to specific questions. The ideal is to combine both resources: documents with transcripts to broaden understanding and FAQs to ensure accurate answers.

### How long does it take for Capitão to start using the transcripts?

After upload, the documents enter processing and, once synchronized, can already be consulted by the AI in the next conversations. The exact time depends on the volume of files.

### Do I need special permission to export recordings?

Access to call history and recordings follows your Papo account permissions. Consult an administrator if you cannot see the download option.

## Read also

- [How to customize Capitão's tone of voice for different audiences](/hc/papo/articles/customize-captain-tone-of-voice-different-audiences)
- [How to use AI sentiment analysis to generate proactive alerts in Papo](/hc/papo/articles/how-to-use-ai-sentiment-analysis-to-generate-proactive-alerts-in-papo)

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